How Retailers can Adapt to a Post-Pandemic Retail Environment

Future-Proofing Your Business
With Long-Term Omnichannel
Solutions
As the retail sector navigates uncertainty around COVID
variants and fluctuating case numbers in different
geographic regions, specific processes and technologies
that were adopted during the pandemic will continue to
be used in the industry. With more consumers returning
in-store, retailers must review current customer service
processes and practices and use learnings from the height
of the pandemic to continue to inform future decisionmaking.
Honing in on growing avenues of sales will be
critical for continued long-term success.
When asked how retailers could better serve their customers,
43% of respondents say that having real-time visibility of
stock levels would be one of the most critical factors in
delivering an optimum experience. Of those surveyed, 37%
say they would like to invest in technology that enables a
clearer view of inventory, and 34% would invest in technology
that allows them to find items quicker, with 31% looking to
invest in more staff training.
With e-commerce and online retail experiencing such
significant uplift in the past year, retailers should expect
to invest in ways to refine their fulfillment of these online
orders and enhance their omnichannel solutions. Not only
do these solutions keep up with changing consumer habits
by providing more fulfillment options, but they also enable
retailers to future-proof their businesses should there be any
further lockdowns or supply chain disruption from COVID
variants or other outside factors.
When asked how confident they would deal with a future
lockdown, 39% of retailers said they are prepared. However,
17% of respondents claimed they were either slightly or very
anxious at the prospect of another lockdown. These retailers
need to consider implementing the right tools and solutions
to ease this anxiety and better equip them for any future
uncertainties.
55% of US and UK retailers surveyed said they currently have
a BOPIS offering, with a third of respondents (34%) saying
they would invest more in BOPIS and Click & Collect solutions.
An additional 13% state they want to invest and improve their
current omnichannel offering, and 29% want to improve their
current e-commerce platforms. The pandemic has taught the
retail industry the importance of diversifying the platforms
they utilize to reach their customers. With the majority of
retail sales now taking place online, retailers need to continue
adapting their online platforms to ensure they work across
a range of devices while delivering an immersive and userfriendly
experience.
43%
of retailers say that having
real-time visibility of stock levels
is critical in delivering a better
customer experience
17%
of retailers are anxious for
another lockdown
What avenues are you going to take to
future proof your business?
Invest more in BOPIS and Click & Collect solutions
34%
Invest and improve current omnichannel offering
13%
Improve current e-commerce platforms
29%
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