Wells Fargo

https://wellsfargoworks.com/marketing/article/whats-next-for-the-retail-customer-experience

What’s next for the retail customer experience?

Here are three shifts that are likely to remain after COVID-19 and what you should keep in mind moving forward.


Self-serve options

In an effort to follow social distancing guidelines, many aspects of the retail experience have rapidly become self-serve or touchless.

After using it during the height of the COVID-19 spread, 60% of U.S. consumers say they’re more comfortable using contactless payments options now than they were before, according to Payment Source research.⁴ And in the grocery industry, 87% of shoppers would prefer to shop in stores with touchless or “robust self-checkout options,” according to a consumer survey from Shekel Brainweigh Ltd.⁵

Self-checkout kiosks and contactless payments have transformed from an added convenience to an expectation in the eyes of the consumer. Owners will need to adapt and be flexible in their offerings for in-store checkout.