Following the oppression of isolation brought on by the pandemic, shopping-for-leisure in physical stores begins to replenish our essential need for real-time experiences and face-to-face interaction.

The joy of shopping in bricks-and-mortar stores retains its pre-covid social value, but the key to on-going success is the industry understanding that customer needs have changed irrevocably, and they need to continue to adapt to meet them.

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female buyer pays with bank card in tea shop. Happy seller smiling, excellent service.
In this report, in partnership with Retail Focus, The rpa:group take an in-depth look at how forward-thinking retailers can differentiate their brands, enhance the customer experience and ultimately drive sales.

Highlights include:

 

PICKING A CAUSE – Beyond the noise of virtue signalling, people are looking for allies to emotionally support and align themselves with.

DOES SIZE MATTER? – Whatever the store size, it’s an opportunity to celebrate moments of engagement.

THE MEDIUM IS THE MESSAGE – Aside from levels of human service, how can physical spaces continue to engage? Agility and adaptation are the key, with cues from pre-covid trends.

RESPECT – Alongside a personal re-evaluation of a work/life balance, potential customers have come to treasure their time and make careful choices about how they want to use it.

OLD HABITS – During the pandemic, our increased adaptation to online connectivity and developing technologies, combined with our self-discovery to perpetuate our ‘analogue nostalgia’.

SMOKE & MIRRORS – We as humans crave a manageable level of tension, and we power it through self-discovery and rekindling our sense of adventure.

FUTURE NORMAL – If brands can listen and innovate, customers will respond with open eyes and hearts.

Click on the preview below to read or download the full report.

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