SECTION 1: Changing retail experiences
A Holistic Experience
Near Instant Gratification Not only do customers want it all, but they also want it right now. The pandemic created an increased demand for restaurant and grocery delivery services. Despite the slow return to normal in some areas, many people have retained a preference for rapid delivery services that can quickly deliver orders—sometimes in mere minutes. If consumers are willing to head to the store, they don't always want the burden of doing their own shopping. Instead, they choose to buy online for in- store for curbside pickup. When customers shop on their own, they still look to technology to streamline their checkout experience with self-checkout, contactless payments, and other payment innovations.
But it's not enough to sell through numerous channels. Customers want all touchpoints in their shopping journey to feel like parts of a cohesive whole. They expect a brand's personality, messaging, and product offers will be consistent across the mobile app, in-store displays and online store. They want to seamlessly pick up where they left off when switching between channels. Consumers also expect retailers to cater to their unique needs—for example, providing quick checkout in some situations and a richer experience in others.
WINNING AT THE CHECKOUT
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