Peter Bell

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Per­haps retail’s future lies between local and dig­i­tal. More mixed use in town cen­tres and com­bin­ing inde­pen­dent shops with hous­ing could bring much-need­ed life to the high street.

With six years of dig­i­tal growth crammed into mere months, retail brands have learned some harsh lessons about the nature of their online operations. 

As a sem­blance of nor­mal­i­ty returns to the British shop­ping scene, the insights we’ve uncov­ered reveal much about the short­com­ings and oppor­tu­ni­ties that have sur­faced dur­ing this incon­ceiv­able peri­od of our lives…

Ins­beson­dere für Einzel­händler gewin­nt der Online­han­del jet­zt ober­ste Pri­or­ität. Doch wenn Kun­den­beziehun­gen zunehmend dig­i­tal­isiert wer­den, bedeutet das auch: Eine respek­tvolle, authen­tis­che Kun­de­nansprache ist jet­zt wichtiger denn je.

With so many peo­ple con­fined to their homes, and with most phys­i­cal retail closed, cus­tomers are increas­ing­ly look­ing to shop online, giv­ing many busi­ness­es the oppor­tu­ni­ty to re-eval­u­ate their dig­i­tal set-up (or lack of). 

After COVID-19, we will be in a dif­fer­ent world. Busi­ness­es that have served com­mu­ni­ties and cus­tomers when they most need­ed it will be the survivors. 

How ready would we be if Mil­len­ni­al and Gen‑Z cus­tomers stopped open­ing emails, just like they have in Japan? 

Next year will final­ly see the cus­tomer expe­ri­ence over­take price as a retail brand’s biggest differentiator.