The consumer will still be king in a post-Covid world

Covid-19 has affected all walks of life, particularly retail.

Industries across the globe have had to embrace various technologies (some more than others) to ensure customer service is on top form, especially as the majority of people are now shopping online. 

One thing that will live beyond the pandemic - the customer is king.

A new way of life

From our masks becoming our prized possessions, to card payments being essential in physical stores, to shopping for more items online than we ever deemed possible, Covid has altered retail in a massive way.

One thing that shouldn’t have wavered, however, is the focus on customer experience. Good retail relies on great customer service.

Even if you have the most bespoke website in existence and the fanciest goods available, all of this falls short if customer service lags. This is the case now more than ever, as due to the pandemic, online competitiveness is at its peak.

To beat the competition, it’s imperative online retailers stay ahead of the times. Those that adapt with new technologies are the ones able to meet the needs and wants of even the most discerning clients.

Key trends

Pre-Covid, personalised shopping experiences were one of the key trends to emerge in the retail space.

In order to offer unique, personalised experiences, various big name brands were embracing analytics and data, collected in-store and via apps, to tailor services and products to certain consumers.

Although the pandemic has had an effect on how this data is being used, it’s still very relevant, just with a bigger focus on the need to create safe retail experiences that stick to social distancing guidelines.

To surpass these consumer wants, retailers must offer experiences that are efficient, streamlined and hassle-free.

Amazon Go

One brand giant to embrace technology when it comes to the customer experience is Amazon. 

Its Amazon Go stores tap tech, a huge pool of consumer data and the latest behaviour trends to enable a seamless, targeted consumer experience, fine tuned to the needs and wants of today’s shoppers.

Just two years after the Go Grocery chain’s launch, they’re already offering till-less technology to other high street shops. These new stores allow customers to grab what they want and go without the need to connect with a salesperson.

On top of this, customer data is used to make the entire experience a personalised one, through monitoring your movements and charging your account. Customised promotions based on what buyers purchase regularly are then sent directly to consumers. 

Other industries embracing the Internet 

Amazon is not the only industry consolidating bricks and mortar venues with digital technology. 

In fact, the global pandemic has in essence quickened the pace in the move towards 100% digital customer-led experiences. Casinos are another area adopting this tech, and have been for some time.

A number of online casinos, including those listed on UKCasino, are embracing virtual offerings of their physical counterparts, allowing players to log onto their favourite casino and place wagers on the move or from the comfort of their own home.

To place a bet, customers no longer need to enter a physical venue by foot, yet are still privy to all of the benefits, including real-time play, bonuses and promotional offers.

Conclusion

Those wishing to survive in the world we live in today must accelerate their technology efforts in equal measures in order to meet new customer expectations.

Doing so will help enterprises across the world remain relevant, maintain customer loyalty and attract new business.

Even as lockdown restrictions begin to ease, and consumers are still likely to move towards digital platforms, sectors able to take their services online need to be ready.