10/12/2020
In order to drive online retail success, simply ‘having a website’ is not enough. Retailers have to have a truly omnichannel strategy, uniting experience across websites, physical stores, social networks, and sales events to ensure they attract, and retain, the consumer’s attention in a cohesive way.
Facilitating the myriad of customer needs across these channels is important as well. Most customers will research the product before making a purchase decision. They may visit a store, read reviews, purchase later online, or purchase in store but track delivery online.
Therefore, basic customer service requirements such as online returns and exchange, online ‘try on’, same day delivery, in store purchase with delivery, and immediate advice and assistance are all vital for trading moving forward.
Retailers have been hit hard by Coronavirus trade restrictions, none more so than those without a digital presence.