Come to me retail takes off amid coronavirus outbreak
New research from Barclaycard Payments reveals the top shifts in consumer behaviour which have emerged as a result of the coronavirus pandemic, and are set to outlive it.
2,000 respondents were polled for this as were 574 senior members of staff working in UK SMEs.
Since the start of the pandemic, one in ten consumers have used “come to me” retail, where a concierge-style service delivers clothing to customers’ homes and waits while they try it on, so that they can immediately return any items they don’t want.
The convenience of this is proving popular, with 94% of customers planning to use it again.
Of particular interest to fashion retailers, a third of shoppers said they would be more inclined to buy from a brand offering come to me retail as an option, while four in ten would prefer it to receiving deliveries and returning unwanted items by mail.
Barclaycard acknowledges that this method might not be scalable for brands dealing with higher volumes, but nonetheless flags it as a great example of how smart businesses are looking for ways to provide smoother and more seamless shopping experiences.
Click and Collect
The Click and Collect space has also been booming over the past 12 months.
One in three consumers say they have used Click and Collect more frequently since the start of the pandemic.
On average, shoppers now use the service three times per month compared to twice a month in 2019.
90% of those who have been using it more often since Covid-19 reared its ugly head will keep this up once all restrictions have been lifted.
Boosting tech spend
Barclaycard Payments’ research with retailers shows that SMEs are responding to this new landscape, with 29% planning to invest in new equipment and technology in 2021, and 13% viewing technology as the top opportunity for growth over the next year.
Kirsty Morris, Managing Director at Barclaycard Payments, says: “A year of on and off lockdown restrictions have accelerated many retail trends and created some new, unexpected ones.”
“We can’t wait for the pandemic to be over, but in many ways it’ll be here forever through the consumer habits it has helped shape.”
She adds: “Retailers need to respond to these trends. Now more than ever, Brits expect shopping to be convenient, quick and good value for money.”
“For merchants this means investing in e-commerce offerings and payments infrastructures to accommodate more customer focused shopping experiences.”
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