Retailers have long known the formula for economic success: Win the trip, grow the basket, and deepen loyalty. In the current pandemic environment, though, winning the trip has taken on new meaning and is dependent on optimizing customer experience in distinct ways — and in so doing, re-earning people’s trust.
As people grapple with the effects of COVID-19, they’ll put their faith in your company if you keep them safe, communicate clearly, and hold up your side of the bargain: having the items they need in stock, setting reasonable prices (resisting the temptation to increase your margins on in-demand goods), and providing a consistent level of service, especially convenient delivery times and pick-up windows. Trust also implies a relationship, and you can’t have a relationship with customers if you don’t know them. So, it’s important to understand how the pandemic is changing people’s behavior and their demand for your products