Retailers advised to make contactless moves

It may come as no surprise, that following Covid-19, 60% of Aussie shoppers are more likely to purchase and collect goods without human contact.

Additionally, the research from Manhattan Associates found that only 28% of shoppers desired the same level of direct human interaction when shopping as they did prior to Covid-19.

Of those who stated that they wanted contactless shopping, 57% of people were likely to buy online for home delivery.

18% would buy online and collect from a contactless parcel collection point.

While 7% of people would buy online for contactless curb-side pick-up.

“Our research shows that Australian consumers’ shopping habits have fundamentally changed following the arrival of Covid-19,” says Managing Director at Manhattan Associates, Raghav Sibal.

“This shift in buyer behaviour can be attributed to not only perceived health concerns following the impacts of Covid-19, but also a positive customer experience of the increased flexibility that retailers have offered shoppers in 2020.

“The findings have significant implications for local retailers who must offer greater flexibility to meet varied consumer preferences.”

Customers are now more likely to participate in campaigns, such as boxing day sales or click-frenzy, with 71% stating they were more likely to purchase goods during those sales.

Spikes & inventory

Mr Sibal continues, “Given the financial impact that Covid-19 has had on many Australians, it is not unexpected that they would turn to sales events to make their finances stretch further.

“Retailers need to be prepared for spikes in sales activity around these events and take control of their inventory with real time visibility of stock. Whether it is in the warehouse, in-store or being transported.

“By knowing what goods they have, and what they may need to build stock up on for future sales events, retailers can position themselves to take advantage of sales and offer the best possible customer experience.”