The light at the end of the tunnel: e-commerce after the Corona crisis
The Corona crisis is bringing many traders to their knees. Nevertheless, the head should not be buried in the sand (easier said than done - that is clear). Retailers who have only sporadically dealt with the topic of innovation and digitization in the past now have the chance to give their processes a makeover so that they are best prepared for difficult times in the future.
From stationary trade to online trade
Stationary stores, which are not part of daily needs, have still closed (although this will now change for stores up to 800sqm). Online retail, on the other hand, is virtually booming in certain sectors. These include, in particular, stores selling beauty products, DIY supplies, DYI items and sports and fitness equipment. For example, the package volume of online stores for electronics & multimedia increased by 28 percent during the Corona crisis. However, even furniture retailers can no longer save themselves from online orders. However, this does not mean that other sectors have to lose out in times of crisis. Anyone who rethinks their business strategy with regard to digitization right now will be ideally equipped for future crises.
How can retailers prepare for crises in general?
Crises, like the Covid-19 pandemic, are unpredictable and can happen at any time without warning. To avoid being completely thrown in at the deep end next time, dealers should consider making some changes to their business processes now. The motto is: the topic of digitization should be at the top of the list. Right now, when many stores have closed, is the perfect time to think about your business strategy. Does it make sense to move more in the direction of innovation and digitization? The answer is quite clearly: Yes!
More innovation & digitization
Now it's up to the retailers: if you don't focus on more innovation and digitalization now at the latest, you will most likely not be on the winning side when the next crisis hits. However, those who upgrade their business digitally will be rewarded. Many retailers have been skeptical about innovation until now. That should have changed now due to the current situation. So anyone who does not yet have an online store, for example, and relies exclusively on sales in stationary stores should reconsider this concept. This also applies with regard to the currently stable logistics processes. An analysis of our internal data has shown that faster delivery of packages is currently taking place. Before Corona, the delivery time was 2.1 days. It is currently 1.7 days. So you can see: even from crises, online retail emerges as the "winner".
More Customer Experience & Branding
If you want to digitize your business and switch to selling your goods online, there are a few important points to keep in mind. First of all, one's own brand must be anchored in the minds of (potential) consumers. Branding is more important than many retailers would like to admit. Even companies like Amazon, H&M and Zara first had to build up their awareness in order to become as successful as they are now. Once a solid customer base has been created, retailers must ensure that their customers are offered the best possible customer experience. This means that customers must be optimally supported not only during the ordering process, but also beyond. In difficult times like the current one, it is even more important that customers are kept informed of the status of their delivery at all times in order to keep WISMO requests as low as possible. Important events, such as delivery delays, must be identified and proactively communicated to the customer.
Here's what that can look like in the age of Corona:
This is how MediaShop supports its customers during the crisis.
An outstanding customer experience is more important than ever in the current situation. Our customer MediaShop knows this, too. Together with us, they are creating an optimal shopping experience even during the Corona crisis through proactive and reliable shipping communication..
Do you want to provide your customers with an excellent Customer Experience even during the Corona crisis? Then contact us. We look forward to introducing you to our solution.
Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.