Top tips for retailers to navigate a prolonged phase of likely disruption

The impact of the coronavirus is being felt by businesses worldwide, and retail industry leaders are being forced to quickly make decisions to address the effects the COVID-19 global pandemic is having on their businesses. More consumers are now more willing to shop online to avoid physical contact with retailers and other consumers. For retailers, rapid adoption of smart digital technology tools has proven to be an effective way to help them remain profitable and continue their business as normal as possible

The coronavirus crisis need not result in financial losses for retailers. Andre Hordagoda, co-founder of Go Instore, shares his top three tips for retailers to help them move forward and remain profitable in the current retail climate.

1. Capitalise on the mobile opportunity

Right now, convenience along with keeping safe, are key drivers for making purchases online. Out of necessity an increasing number of mobile devices are being used to find and buy essential items. However, many consumers experience difficulty in completing a mobile transaction. Retailers to ensure they provide a flawless online experience to capitalise on consumer conversion rates. Now is the time for retailers to shore up these processes to make it easy and convenient for customers to get what they need.

2. Create a personalised shopping experience

As a result of our current environment, the online and offline shopping worlds are becoming increasingly blurred. By integrating human touch points into technology and facilitating human-to-human communication, retailers can create a truly personalised shopping experience.

Technological innovations and solutions are allowing a synthesis of the digital and physical shopping experience. This is accomplished by connecting shoppers to in-store staff with the adoption of augmented reality (AR), live video calling and artificial intelligence (AI). Increasingly, retailers are adopting these interactive technologies and experiences to provide consumers with a more customised and immersive shopping experience.

3. Engage with audiences to meet their needs

With disruptions to the retail supply chain, delivery delays, out-of-stocks, locked inventory in closed stores, shifting consumer demand away from travel and apparel product categories to household and home entertainment categories, brands and marketers are being forced to evaluate their traditional processes to attract and retain customers. Increasing personalisation, contactless delivery options, offering or enhancing click and collect programmes, as well as implementing contactless payment methods such as Apple Pay are increasingly being deemed essential in helping to keep customers engaged, retain their loyalty and ensure an exceptional customer experience.


It’s clear that through the unforeseen circumstances created by the coronavirus outbreak, we have and will continue to see drastic changes. This new era of retail is adding a human element to the invisible world of technology, blending instore and online shopping experiences to create a true omni-channel shopping experience that is revolutionising how consumers interact and engage with retailers.

In times of uncertainty, capturing the attention of consumers becomes even more important. Creating collective solutions where high street and online sales are combined, while ensuring a seamless and immersive purchasing process is accessible for consumers is how retailers can adapt and survive the pandemic.

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