State of Retail post-Covid
Technology, Customer experience, localised search
The retail world as we know it will never be the same. Covid-19 has had a profound effect on how we live, work, play and, of course, shop.
There are plenty of statistics to back up changes across the retail landscape since March. PayPal Australia says that 23% of Australian businesses are now completely cashless and over 2.5 million adult Australians have shopped online for the first time during the pandemic. According to Australia Post online shopping has grown 82% since September 2019.
Guaranteed we have all experienced the impact on supply chain and delays in getting products to consumers the last few months; 20% of retailers say border closures are still having a major impact on stock and, conversely, customer sentiment (Sensis Business Index – Oct 2020).
A year of Pivot!
We know many retailers have scrambled to have a click and collect offering, and pivoting their inhouse experience to a virtual environment. Some retailers have navigated this change effectively and some may be left stranded. And how will retailers navigate the fine line between engaging with online and offline consumers as we move into 2021? It’s going to be an exciting year and we predict technology, innovation and the customer will still be at the heart of it.
2020 has forced an acceleration of change from the way in which we live, socialise, interact, and engage with each other. The consumer purchasing journey is not linear anymore. In its recent podcast series on The Consumer Journey, Google said that some purchase decisions could require up to 80 touchpoints/interactions as consumers are looping between the exploration and evaluation phase.
Big tech and retailers
Technology factors greatly impact the way consumers research, engage, review, purchase, use/consume and recommend products to peers. And we know a consumer’s interaction with your brand isn’t just limited to an in-store or an e-commerce experience, but also, as part of the value and supply chain of product to delivery. Engagement with your brand via social media, influencers, e-commerce and in-store, indicates that an integrated omnichannel retail strategy is essential in capturing and maintaining buyer interest.
Customer purchasing experience
With more than two-thirds of consumers still preferring that in-store experience (Ayden Agility Report), technology is still at the heart of shopping. Google estimated +200% growth in “Where to buy” and “near me” mobile queries in the past two years globally. And with 46% of all Google searches being classified as local, how your customers experience your brand at a local level is critical.
Our Solution and the Customer
At White Pages, we ensure that your organisation’s entire digital footprint is consistent and complete. No matter where consumers are looking, your business can be found with the most up-to-date information.
We are passionate about utilising technology to enhance and grow our customers’ customer experience.
We help manage over 20 different platforms (from Google, Bing, Facebook, and other major socials, navigation, maps, apps and online directories) whilst using White Pages Connect to optimise all your local business details, opening hours and in-store requirements ensures your brand presence is consistent.
White Pages Connect also allows you to respond and engage with reviews in near real-time from one SaaS platform, so you can take control of the post-purchase experience.
Want to find out more?
Contact us today and manage your location business information