Future-Proofing Your Customer Experience Strategy Amidst Uncertainty

Future-Proofing Your Customer Experience Strategy Amidst Uncertainty - GSP

According to McKinsey, more than 75% of consumers have experimented with a different shopping behavior during the pandemic. Whether they have increased their online shopping habits or have switched brands or stores due to convenience or product availability, something has changed.

The Harvard Business Review warns that “Retailers can’t afford to be in a wait-and-see mode. First, they need to reimagine their baseline requirements and then turn their attention to taking their customer experience to the next level.”

Meet Basic Customer Expectations

Customers first need retailers to help relieve their shopping anxiety—70% of consumers are not comfortable going back to “regular” out-of-home activities—and elevate their shopping experience. It’s imperative that retailers give shoppers a reason to venture into stores as well as feel safe and that’s a tall order.

Retailers Must:

Shopper with Mask
Anna Tryhub/Shutterstock.com

Excite With New Products

One of the easiest ways to excite new and existing customers is by continuing to introduce fresh offerings and products. For example, this summer:

Surprise With Specials While Increasing Loyalty

Keeping customers coming back as well as winning new customers—especially during difficult times—is key. When was the last time you enhanced your loyalty program or upgraded your app?

When COVID-19 first hit the U.S., Starbucks briefly paused some of its loyalty perks but by June hosted several BOGO happy hour events and later launched its Summer Games rewards promotion. This fall, the Seattle-based coffee giant plans on revamping its loyalty program by offering even more ways to pay and rack up rewards.

Wendy’s recently announced its new rewards program while Taco Bell created a special beta test to entice customers to sign up. Huck’s Food & Fuel created a smart social distancing promotion with its SKIP app. The promotion increased brand awareness, touchless payment and loyalty app registration.

Looking to create new and exciting customer experiences? GSP is your one-stop shop for retail marketing, visual merchandising, affordable store remodels, time and money-saving store intelligence technology. Talk to us today.