Shoppers who once luxuriated in simply browsing through the aisles of a brick-and-mortar store are likely to face a very different retail environment as stores reopen, according to Eiko Kawano, Group Experience Director at Publicis Sapient. Retailers will need to rethink multiple elements of customer engagement, from associates’ interactions with shoppers to reducing contact with products and store fixtures. Verticals such as apparel, shoes, toys and jewelry will be hit hardest by these changes, but innovations such as in-store pickers acting as proxies for shoppers could help retailers and consumers adapt.
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