The pandemic has changed the way shops and service establishments operate. Experts warn: even when we manage to defeat the COVID-19 pandemic, some new habits and consumer expectations will stay with us for longer (and maybe even forever). So how to develop your business to meet the expectations of a "new" customer? First you need to find out what has changed.
The pandemic changed the customer's habits
It is no secret. Our lifestyle has changed, we work from home and limited contacts with distant family or friends mean that we are less likely to move away from our place of residence. Convenience stores, which are nearby, have benefited a lot, and shopping in them can be done quickly, without the risk of queuing or crowding in the store.
The new consumer is more likely to buy fresh vegetables, fruit and meat because they also cook at home more often. The quality of the products becomes more important than that the store has the widest possible assortment. Such changes may be noticed by those who observe the changing behavior of their customers.
The above-mentioned convenience model may of course be the answer to the expectations of such a "new" buyer. If you are considering such a solution, we have some tips.
If you plan to open a store in the convenience model:
You have to choose an assortment yourself, but do not hesitate to make changes based on sales results. Remember that your customers will include novelty enthusiasts and traditionalists. So it's worth keeping your finger on the pulse.
Meet customer expectations and develop your store
Large retail chains are quick to respond to changes and this is what you can follow when it comes to developing your store during a pandemic. Above all, remember that the best strategy is to focus on meeting the expectations of your customers (regular and new). How to identify these needs?
As you can see, a modern store combines the best of small convenience stores and chain formats. As consumers, we appreciate, above all, the quality of products and numerous amenities.
Will machines replace service?
As a store owner, you certainly know that the problems reported by customers largely relate to the service. So, can the solution for the "new store" be to replace salespeople with self-service checkouts and vending machines?
Of course not!
A nice, honest, competent and helpful employee is a treasure of every store. It is not only about efficient work, but most of all about the fact that customers like to come back to friendly places. However, modern technologies can support your employees. Retail is developing in 3 directions:
The pandemic has accelerated some changes that would have happened anyway. It is worth observing the market and implementing solutions that will help, first of all, to strengthen the relationship with the customer, his trust and loyalty.
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