“I would actually argue that I do not think that physical retail will ever go back to where it was.”
That was how retail expert Veronika Sonsev captured the radical changes facing the retail sector amidst the COVID-19 crisis and its aftermath. Veronika is Co-founder of CommerceNext and Retail Practice Lead at Chameleon Collective and has worked with some of the leading retailers in the world to develop strategies for growing their businesses and telling their stories in ways that get attention.
Veronika recently shared retail survey data and insights in a lively and wide-ranging conversation with Jason Heller on the Choice Words podcast to outline how retailers can both respond and adapt to the fundamentally changed landscape brought about by COVID-19.
On retail ecommerce performance:
We saw that about half the brands are at or ahead of plan, and half the brands are below plan, and that is crazy. “
57% of retailers said they are seeing store sales move online, 43% are not seeing it.”
On adapting to the era of COVID-19:
Companies have become increasingly focused on digital as the only store that’s open. They are producing content in new ways, working from home, and adjusting their communication. What does the organization look like that matches this new normal?”
The advances they’re making in omnichannel retail–retailers have to just double down on those. Whether it’s curbside pickup or ship from store, I can’t imagine that they’re going to rewind those practices after this.”
On customer-centric communication:
The name of the game is balancing empathy and performance of communication.”