Brands are making it easier for consumers to return items amid COVID-19
Trend - The COVID-19 pandemic has fueled a surge in online sales, prompting an increase in online return needs. To accommodate this emerging need, many brands are leveraging strategic partnerships to enable streamlined return solutions that include return shopping lockers, at-home return pickup options, and multi-brand return centers.
Insight - Due to the ongoing global pandemic, many consumers are avoiding unnecessary trips to stores, prompting a surge in online shopping. Since online shoppers are unable to see and try-on items in-store, many are hesitant to make the same purchases they traditionally would at a physical location. Moreover, the daunting task of trying to return these items–especially amid fluctuating shopping restrictions–poses another barrier for consumers. As such, consumers are drawn to brands that offer streamlined shopping solutions.
Insight - Due to the ongoing global pandemic, many consumers are avoiding unnecessary trips to stores, prompting a surge in online shopping. Since online shoppers are unable to see and try-on items in-store, many are hesitant to make the same purchases they traditionally would at a physical location. Moreover, the daunting task of trying to return these items–especially amid fluctuating shopping restrictions–poses another barrier for consumers. As such, consumers are drawn to brands that offer streamlined shopping solutions.
Workshop Question - How can your brand anticipate consumer barriers to purchasing amid fluctuating shopping restrictions?
Trend Themes
1. Streamlined Return Solutions - Consumers are expecting businesses to provide streamlined return solutions in order to streamline their online shopping experience.
2. Smart Shopping Lockers - Smart retail lockers offer benefits for both customers and retailers by creating no-contact experiences that can be had around the clock.
3. Efficient Return Strategic Partnerships - Strategic partnerships are being formed by businesses to facilitate more efficient and diversified return options for their consumers.
Industry Implications
1. Logistics and Delivery Industry - The logistics and delivery industry has an opportunity to provide efficient and safe return solutions by partnering with retailers to accommodate for the surge in online sales.
2. Retail Industry - The retail industry has an opportunity to adopt contact-free technology solutions like smart retail lockers to facilitate no-contact experiences and reduce labor costs.
3. E-commerce Industry - The e-commerce industry has an opportunity to accommodate for the surge in online sales by launching more efficient return options for their consumers.
