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Post-pandemic, retailers have a renewed focus on the customer experience

The article goes on to explore the importance of offering strong, value-driven customer experiences, whether the customer is shopping online or in-store. The authors stress the importance of creating an “interwoven journey that is relevant to your target consumer — and structure your channel ecosystem, e-commerce included, in a way that provides value along that journey”, noting that 38% of customers intend to continue shopping more often online, but still visit stores that provide great experiences.

In the article, the authors provide a few questions to help retailers define how they should think about e-commerce and omnichannel innovations, including:

  • Do I have an agile, adaptive technology platform that understands that every consumer journey is different?
  • Is my organizational structure free of silos — which isolate e-commerce, merchandising, store operations, supply chain, and marketing — that interrupt the experience?
  • Have I considered my assortment congruity — what’s online and what’s in store and the logic behind channel exclusivity?
  • How can I be price-competitive and still maintain margin? For example, how can I introduce impulse purchases in an online environment?
  • What role does store layout and merchandising play in this?
  • How do I orchestrate the consumer journey from digital to physical and back again?
  • How do I maintain the experience all the way to consumers’ doorsteps?

Reach out to us today to learn more about how Versatile Credit can help build an omnichannel financing program for your business!