Covid19 Impact on Retail Customer Journey

Plus a detailed guide on how your retail company can react

Free PDF Report DownloadSee More Details First

How retail companies can increase customer loyalty during Covid19 crisis

profile image circle
Mario Stipetic

Project manager

profile image circle
Dominik Kobas

UX UI designer

Your customers are struggling to keep them self safe and their life quality

Covid-19 (Corina virus) social distancing set a whole new way of living for billions of people. There are some restrictions on movement, thus shopping as well. What was true for your customers a couple of months ago is no longer valid today.
Your goal should be to see how you can maintain their quality of life during a time of quarantine and what services would overcome their restrictions.
You will have to do everything you can to give them that option.

Do not raise prices on most shopped products

You might be tempted to adjust your prices towards the supply and demand on the market, but that will only result in short-term gain.
Altering with prices can be complicated in times like these and would require a strategic approach. For that, you would need a very good team and a lot of data, which you won't have.
To maintain your brand's integrity on the market it is best if you keep prices as they are. With this tactic, you will not ruin your inventory and you will not seem opportunistic in hard times like these in eyes of your customers.

Offer discounts on most needed products

When it comes to discounts you have to be very careful. In industries that supply people with necessities, you have a big role and huge power. You can also influence how people will behave.
Lower prices will mean greater sales in situations like the Covid-19 pandemic, but it can cause general panic among your customers. They do not know how much is left in stock.
The second problem is when you do not pay attention to your production-inventory-demand chain. You can oversell and not being able to replenish shelves with your products. This, too, adds to the existing panic.
On the other hand, if done correctly, this can be a powerful tool to give you voice and reassure your customers you are taking care of them.
Once the crisis passes your customers will be grateful for your brand and the way you handled this situation. You will see it in sales, and your marketing channels will be able to use it for your future communication.

Donate money or medical supplies to those that are in great need

Another good approach is to donate to those in need or, at the very least, find solutions for those who do not have options and who are limited.
For example, in the case of Covid-19, there is a need for gloves and masks so it would be a good thing to donate to hospitals.
Also, it is not enough just to think of customers as such. You need to think of all personnel who are working and handling the crisis. Think of how you can help them, too. Maybe they are working late or simply, by the time they come everything is sold out. Make sure to keep some exclusively for those people. If those people are on the fronts, make sure to let them know you care and you have them in mind. Actions speak louder than words.

Offer safe delivery

Implement Covid-19 safe delivery standards is what will keep your business afloat during the times of restrictions. Most countries at this point have closed all businesses that are brick and mortar due to safety regulations. This is why you need to find a good delivery partner who will carry out orders of your customers while maintaining the highest level of safety.


For example, Wolt.com, a Finnish company implemented takeout delivery with gloves. Meaning delivery personnel ware gloves all the time and to ensure an even higher standard of hygiene safety. They have decided to accept only contactless payments. With this, Wolt reassured customers of touching their food as least as possible and that they make no exceptions in their quality.
https://wolt.com/en/aze/baku/article/az_nocontact

What will be the most important 2020 fashion eCommerce trend based on your professional experience?

Note: we will publish selected answers and get back to you by email
Thank you! Your submission has been received!
We will notify you by email when we will publish the results.
Oops! Something went wrong while submitting the form.

What will be the most important 2020 fashion eCommerce trend based on your professional experience?

Note: we will publish selected answers and get back to you by email
Thank you! Your submission has been received!
We will notify you by email when we will publish the results.
Oops! Something went wrong while submitting the form.

You might be interested in...

We ensure that our designs meet  the high standards  of all three sides: customer, client and aesthetic/functionality.

How can eCommerce stores enhance customer experience during Covid19 crisis

Every change that happens to your surroundings, regardless if it is physical or virtual, influences the way your customers behave. There could be many or just a few changes to their everyday life and their whole customer journey changes. Adapting quickly to newly created needs is what will set you apart from your competitors and it will grant you the image of a leading brand. This means more people will rely upon you and the very first decision you make in tough times. 

See Post

How retail companies can increase customer loyalty during Covid19 crisis

Covid-19 social distancing set a whole new way of living for billions of people. There are some restrictions on movement, thus shopping as well. What was true for your customers a couple of months ago is no longer valid in today's environment.

See Post

Covid19 Impact on Retail Customer Journey

It is a challenging time for society. We are in the middle of the virus pandemic. Everything is affected by it and we are just at the beginning at stopping it.

See Post