La pandémie a considérablement modifié nos modes de consommation. Alors que les achats, notamment lors des fêtes de fin d’année, ont démontré la force du e-commerce, des applications mobiles et de méthodes alternatives, comment va se dessiner le retour dans les points de vente lorsque la crise sanitaire sera derrière nous ? Un des premiers enseignements est que le point de vente n’est plus simplement un lieu de transaction, il est un lieu d’expérience.
In a 1962 episode of The Jetsons, matriarch and style-queen Jane Jetson is jostled awake by the raucous wails of her videophone. Alarmed that she might be seen looking less than chic, Jane swiftly scurries to put on her “morning mask”—a slip-on, made-up version of her own face—before answering the call.
The pandemic has upended our lives for the foreseeable future, changing simple experiences like going to the store forever. Shopper behaviour was already beginning to shift before COVID-19, due to technologies and services like omnichannel retailing, such as BOPIS and curbside pick-up, but has the pandemic accelerated the digital transformation of retail stores for the better?
