Consumers still want good, personal service
Customers now use various channels to access products and services
The consumer landscape is evolving, the way consumers shop for products and services has changed, and brands need to learn to reconnect and engage with their consumers. Customers no longer have to flock to the front door of your brick-and-mortar store to transact; the retail model is changing.
Due to Covid-19 and the associated behavioural shifts, customers have embraced various channels to access products and services, be it online, on an app or through a call centre. But the expectation for exceptional service remains the same. When the infection numbers stabilise and the government lifts lockdown, retail property owners are likely to need to rethink their strategies...
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