{"id":42759,"date":"2021-05-18T15:51:00","date_gmt":"2021-05-18T15:51:00","guid":{"rendered":"http:\/\/sticky-highjinx.flywheelsites.com\/?p=42759"},"modified":"2025-03-04T03:17:17","modified_gmt":"2025-03-04T08:17:17","slug":"what-do-post-covid-19-customer-expectations-mean-for-retailers","status":"publish","type":"post","link":"https:\/\/envistacorp.com\/en-au\/2021\/05\/18\/what-do-post-covid-19-customer-expectations-mean-for-retailers\/","title":{"rendered":"What Do Post-COVID-19 Customer Expectations Mean for Retailers?"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>\n<p>Empowered by product blogs, customer reviews, unboxing videos and more, today\u2019s consumers have limitless resources for research prior to buying a product. Equipped with information to ensure shopping satisfaction, consumers have come to expect more from retailers, making it challenging for brands to keep up with quickly evolving expectations.<\/p>\n\n\n\n<p>Beginning in March 2020, COVID-19 raised the stakes. Contactless payment options:\u00a0<a href=\"https:\/\/envistacorp.com\/blog\/what-retailers-need-to-successfully-implement-buy-online-pick-up-in-store-bopis\/\">buy online, pick up in store (BOPIS)<\/a>; buy online, <a href=\"https:\/\/envistacorp.com\/technology\/unified-commerce-platform\/order-management-software\/omnichannel-fulfilment\/curbside-pickup\/\">pick up at curbside<\/a>\u00a0(BOPAC); and free and fast deliveries, are additional services that customers now demand for easy, safe and pleasant shopping experiences.<\/p>\n\n\n\n<p>Recently, Arvind Gupta, President of Jesta. I.S., and Gene Bornac, enVista&#8217;s Chief Strategy Officer, participated in an episode of&nbsp;<a href=\"https:\/\/www.youtube.com\/watch?v=bt-Ub4aJjKU&amp;list=PL6ntddx75jJJPUIy6LvvRYca4WOZV-eTs&amp;index=2\" target=\"_blank\" rel=\"noreferrer noopener\">enVista\u2019s&nbsp;<em>Chew on This<\/em><\/a>&nbsp;video series to explore evolving customer expectations post-pandemic and the implications for retailers.<\/p>\n\n\n\t\t<div data-elementor-type=\"page\" data-elementor-id=\"52755\" class=\"elementor elementor-52755\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-8de2c8a elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-eae-slider=\"19806\" data-id=\"8de2c8a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"aux-parallax-section has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d2163ed\" data-eae-slider=\"99578\" data-id=\"d2163ed\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-inner-section elementor-element elementor-element-5ac7440 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-eae-slider=\"94719\" data-id=\"5ac7440\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"aux-parallax-section has_eae_slider elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-5eee6fa\" data-eae-slider=\"62979\" data-id=\"5eee6fa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d23f41a elementor-grid-1 elementor-posts--align-left elementor-grid-tablet-1 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"d23f41a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:0,&quot;sizes&quot;:[]},&quot;cards_columns_tablet&quot;:&quot;1&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-85828 post type-post status-publish format-standard has-post-thumbnail hentry category-white-paper tag-inventory-management tag-manufacturing tag-commerce tag-supply-chain\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/web.envistacorp.com\/12-dirty-little-secrets-of-inventory-optimization\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1200\" height=\"628\" src=\"https:\/\/envistacorp.com\/en-au\/wp-content\/uploads\/sites\/4\/2021\/12\/MicrosoftTeams-image-20.jpg\" class=\"attachment-full size-full wp-image-85829\" alt=\"A business report cover shows a person in a yellow safety vest using a tablet, with the title: \u201c12 Dirty Little Secrets Retailers and Manufacturers Need to Know About Inventory Optimization\u201d on a blue and gold background.\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"aux-parallax-section has_eae_slider elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-b37cae7\" data-eae-slider=\"50007\" data-id=\"b37cae7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f47ab32 elementor-grid-1 elementor-grid-tablet-1 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"f47ab32\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:0,&quot;sizes&quot;:[]},&quot;cards_columns_tablet&quot;:&quot;1&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-85828 post type-post status-publish format-standard has-post-thumbnail hentry category-white-paper tag-inventory-management tag-manufacturing tag-commerce tag-supply-chain\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/web.envistacorp.com\/12-dirty-little-secrets-of-inventory-optimization\" tabindex=\"-1\" target=\"_blank\"><div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"300\" height=\"300\" src=\"https:\/\/envistacorp.com\/en-au\/wp-content\/uploads\/sites\/4\/2021\/12\/MicrosoftTeams-image-20-300x300.jpg\" class=\"attachment-medium size-medium wp-image-85829\" alt=\"A business report cover shows a person in a yellow safety vest using a tablet, with the title: \u201c12 Dirty Little Secrets Retailers and Manufacturers Need to Know About Inventory Optimization\u201d on a blue and gold background.\" srcset=\"https:\/\/envistacorp.com\/en-au\/wp-content\/uploads\/sites\/4\/2021\/12\/MicrosoftTeams-image-20-300x300.jpg 300w, https:\/\/envistacorp.com\/en-au\/wp-content\/uploads\/sites\/4\/2021\/12\/MicrosoftTeams-image-20-150x150.jpg 150w, https:\/\/envistacorp.com\/en-au\/wp-content\/uploads\/sites\/4\/2021\/12\/MicrosoftTeams-image-20-60x60.jpg 60w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__badge\">White Paper<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/web.envistacorp.com\/12-dirty-little-secrets-of-inventory-optimization\" target=&quot;_blank&quot;>\n\t\t\t\t12 Dirty Little Secrets Retailers and Manufacturers Need to Know About Inventory Optimization\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>Get the low-down on the secrets retailers and manufacturers need to know about inventory optimization. <\/p>\n\t\t<\/div>\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/web.envistacorp.com\/12-dirty-little-secrets-of-inventory-optimization\" aria-label=\"Read more about 12 Dirty Little Secrets Retailers and Manufacturers Need to Know About Inventory Optimization\" tabindex=\"-1\" target=\"_blank\">\n\t\t\tDownload\t\t<\/a>\n\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-covid-19-elevates-consumer-expectations\">COVID-19 Elevates Consumer Expectations<\/h2>\n\n\n\n<p>\u201cThe pandemic has accelerated customers\u2019 already elevated expectations when it comes to their shopping journeys,\u201d said Gupta. \u201cCustomers are increasingly expecting a completely frictionless experience from the time they go online or in a store. From clicking to collecting to returning, they want complete visibility pushed to them through whatever method they prefer: a text message or any other way.\u201d<\/p>\n\n\n\n<p>Bornac added, \u201cAs the world shutdown a year ago, and we\u2019ve had various degrees of reopening, expectations continue to seem to skyrocket from a customer side. They want things faster, they want things more accurate, they want visibility, and customers seem to have a desire to be totally in control.\u201d<\/p>\n\n\n\n<p>A survey by&nbsp;<a href=\"https:\/\/www.digitalcommerce360.com\/2019\/04\/05\/how-a-lack-of-delivery-visibility-produces-frustrated-customers\/\" target=\"_blank\" rel=\"noreferrer noopener\">Digital Commerce 360<\/a>&nbsp;revealed that:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>93% of consumers want to stay informed throughout the delivery process \u2014 from in-transit status to final arrival date<\/li><li>47% will not order again from a brand with poor delivery visibility<\/li><\/ul>\n\n\n\n<p>\u201cThe pandemic has done a reset, and customer expectations are continuously getting recalibrated,\u201d Gupta said. \u201cIt\u2019s not just a one-stop shop \u2014 you make the investment and you\u2019re done. You need to keep on the journey of digitization so that you\u2019re able to meet and exceed the expectations continuously.\u201d<\/p>\n\n\n\n<p>\u201cThe brick-and-mortar channel is still very much relevant,\u201d he added. \u201cMake an investment into making sure that all the digital experiences you\u2019re looking to deliver online, you plan on delivering the same experience in your physical stores.\u201d<\/p>\n\n\n\n<p>For example, Consider Inditex, the owner of Zara, and one of the world\u2019s largest retailers, plans on spending&nbsp;<a href=\"https:\/\/www.theguardian.com\/business\/2020\/jun\/10\/zara-owner-to-close-up-to-1200-fashion-stores-around-the-world\" target=\"_blank\" rel=\"noreferrer noopener\">$1.4 billion on improving its online services<\/a>&nbsp;by 2022. Another $2.4 billion will ensure that stores are well integrated with websites for the real-time tracking of merchandise and fast omnichannel deliveries.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-retailers-look-to-dark-stores-to-enhance-omnichannel-strategies\">Retailers Look to Dark Stores to Enhance Omnichannel Strategies<\/h3>\n\n\n\n<p>Taking accelerated omnichannel deliveries one step further, some retailers are experimenting with <a href=\"https:\/\/envistacorp.com\/blog\/dark-warehouse-advantages-disadvantages\/\">dark warehouses<\/a> and dark stores.&nbsp;<a href=\"https:\/\/envistacorp.com\/blog\/dark-stores-the-key-to-online-grocery-efficiency-and-profitability\/\">Dark stores<\/a>&nbsp;are brick-and-mortar stores that no longer receive foot traffic. Instead, they are transformed into permanent fulfilment hubs to shorten shipping times, enable faster deliveries, and promote a better customer experience with quicker access to goods.<\/p>\n\n\n\n<p>\u201cCustomers want to be at the centre of the experience,\u201d Bornac said. \u201cThey want technology to serve the customers\u2019 goals, and customers come back where its frictionless and where people are making an investment to keep them happy.\u201d<\/p>\n\n\n\n<p>To listen to the full chat, check out enVista\u2019s&nbsp;<em>Chew on This<\/em>&nbsp;episode entitled&nbsp;<a href=\"https:\/\/www.youtube.com\/watch?v=bt-Ub4aJjKU&amp;list=PL6ntddx75jJJPUIy6LvvRYca4WOZV-eTs&amp;index=2\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Expectations Post-COVID and What That Means for Retailers<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In today\u2019s post-COVID retail environment, how do customer expectations impact retailers? See how retailers are enhancing their omnichannel strategies.<\/p>\n","protected":false},"author":22,"featured_media":42760,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_searchwp_excluded":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[3475],"tags":[3921,3776,3514],"class_list":["post-42759","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-customer-experience","tag-omnichannel","tag-commerce"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Post-COVID Retail: New Customer Expectations | enVista<\/title>\n<meta name=\"description\" content=\"In today\u2019s post-COVID retail environment, how do customer expectations impact retailers? See how retailers are enhancing their omnichannel strategies.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/envistacorp.com\/en-au\/2021\/05\/18\/what-do-post-covid-19-customer-expectations-mean-for-retailers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Post-COVID Retail: New Customer Expectations | enVista\" \/>\n<meta property=\"og:description\" content=\"In today\u2019s post-COVID retail environment, how do customer expectations impact retailers? 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