As in most industries, there is no “back to normal” for retail after the pandemic. Customer behaviors and expectations have changed significantly over the last 18 months, and many of those changes are here to stay. So what should retailers keep in the post-pandemic era, and what should they leave behind? We’re sharing a few insights from Total Retail.
Fast and Free Delivery
In a survey of U.S. consumers, 50% stated that fast, free delivery is “very important” when choosing where to shop. This appears to apply to both online retailers and brick and mortar stores. And it doesn’t mean that customers don’t want to shop in person, just that they want the option of easy delivery available to them.
Free and Easy Returns
As shoppers moved online in the early weeks of the pandemic, the return rates rose as well. Unfortunately, returns often negatively impact retailers’ bottom lines. It’s important to strike a balance between customer convenience and store profits. (An updated point of sale system can help!) Leveraging physical stores as easy return locations can make return processing more efficient while giving employees the opportunity to upsell.
Consistent Brand Experience
In the initial weeks of the pandemic, customers were patient as retailers adjusted on the fly. Post-pandemic, however, shoppers expect a consistent and dependable brand experience across all channels, both online and in person.
Know What Your Customers Want
Of course, these are just trends, and aren’t reflective of every customer in every store in every industry. To learn exactly what your customers want, ask them! Monitor analytics and behavior or create a survey to determine how to move forward.
Retail Tech carries a wide variety of new and refurbished point of sale hardware and equipment. We offer installation and staging, retail POS system repairs, and more. If you need help choosing a hybrid POS solution, contact our POS systems specialists for help finding the perfect point of sale solution for your retail store, restaurant or other small business.