It seems like a lifetime ago that we hit ‘publish’ on our Retail Marketing Trends 2020 report, in which marketers shared their predictions about the year to come. Little did we know back in December that a global pandemic would come along and turn everything we thought we knew on its head.
COVID-19 has forced us all to stop in our tracks and question our vision of the future; not least retail – an industry that has certainly faced unique and diverse challenges at this time.
This blog post explores four of the trends that will emerge from this period of uncertainty.
Government-imposed lockdowns have dramatically accelerated existing trends towards shopping online.
“More than three quarters (77%) of consumers say that they expect they will continue to purchase online more once the lockdown is over.” – Internet Retailing, April 2020
The result has been an abrupt change in consumer shopping behaviour that’s likely to be irreversible. Ecommerce adoption has increased worldwide, and not just amongst those who shopped online before the crisis – lockdown has introduced new demographics to the convenience of buying online.
“The proportion spent online soared to the highest on record in April 2020 at 30.7%, which compares with the 19.1% reported in April 2019.” – Office for National Statistics (ONS), April 2020
What this means for retailers:
COVID-19 has opened retailers’ eyes to the risks of relying too heavily on bricks-and-mortar retail, and has encouraged shifts in consumer behaviour. In the coming months and years, expect to see:
The troubles of the high street were well-documented before COVID-19 appeared on the scene, and the closure of all non-essential physical retail has only served to exacerbate this, with post-lockdown footfall unlikely to return to previous levels anytime soon.
That said, physical retail won’t disappear from our lives completely – and pre-COVID-19 trends, such as the rise of ‘experiential’ retail, point towards a changing role for physical stores.
What this means for retailers:
As retailers indundate the online space, digital commerce will become an increasingly competitive and ‘noisy’ place to be – and brands that rapidly upgrade their digital capabilities will come out the winners.
“The strongest players will quickly scale up and strengthen their digital capabilities, which will allow them to capitalise on future opportunities and protect their businesses from risks. Investing more in existing digital capabilities — such as improving the customer journey and the broader customer experience — should happen alongside pioneering new ways of engaging with consumers online.” – BoF and McKinsey & Company, April 2020
For retailers, this will mean:
COVID-19 has forced retailers to completely rethink the way that they communicate with their customers. Many have had to adapt to focus on products and categories that make sense in the current situation, as well as navigate the need for sensitive communication in a crisis; both of which have encouraged retailers to take a softer, more content-focused approach that prioritises serving their customers with valuable information and entertainment over directly selling products.
Returning to batching and blasting customers, whose expectations have been raised, with irrelevant messaging now won’t be an option.
For retailers, this will mean:
Although COVID-19 has presented retail marketers with challenges that they’ve never encountered before, it’s interesting that many of the trends outlined above were in motion long before the pandemic struck. In this respect, COVID-19 has served as an accelerator, transforming ‘nice-to-haves’ into ‘must-haves’ and forcing retailers to embrace change.
Ometria is committed to protecting and respecting your privacy, and we’ll only use your personal information to administer your account and to provide the products and services you requested from us. You may unsubscribe from these communications at any time. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, please review our Privacy Policy.
Take the first step toward smarter customer marketing