In recent years, mobile check-in apps for hotels gained popularity, due to the efficiency for guests and hotels. Since the whole check-in process is contactless and therefore more hygienic, it got an extra boost since the corona pandemic. Not only do these methods cater to the needs of tech-savvy customers, but they are able to enhance the brand reputation of the property in question. Let us now examine each of these concepts in greater detail.

Over the last 90 days I have had more questions and comments about mobile check-in, and mobile keys from every type of hotel. Of course, this is being driven by Covid19 and how to provide a more hygienic interaction with guests. So as mentioned in my previous blogs, these services are no longer nice to have it’s a necessity to quote Hospitality Magazine.  Now, something that should also be noted, your guests want this technology: 47% book with their phone and over 50% want to use mobile check-in, note that was a stat from 2018.  Now, what do you think it is? It’s higher. So, your guests want it. It saves you money, increases bookings, amenity upgrades and better information on your guests allowing you to increase guest experience, i.e. Return bookings 😊

Before I run through my top 4 as everyone else has, below are a few nuggets for selling this to your GM or CFO.

What is Mobile Hotel Check-in?

Mobile check-in can be done on a phone or a kiosk.  You can also extend easy key creation and even full-on mobile key features. With the right partner, you can set a plan for a phased approach based on goals and budget.

How do Mobile Check-In Services Function Within Hotel Settings?

This technology already exists, look at any major food service, transportation product, or what most of us do every day engage through smartphone to make our life more convenient. Note on the mobile key you get an electric key to your phone scan it to open the door, FYI most locks can be upgraded to do this feature. This also opens up 24×7 access to check-in.

Top 4 Benefits and Internal selling points

  1. Elevate the Customer Experience

You must offer a new more streamlined approach to guest services. All of these tools, mobile check-in, mobile key, mobile food ordering is already a requirement. Ensure your guests know you are there to meet their needs in a timely fashion.  Here is a little nugget: the mobile communication will connect you and provide better information on your guests, i.e. better more personalized service.

  1. Sales and Marketing Opportunities

You must upsell to drive revenue, and this is what this technology was meant to do, 24/7 no excuses or training necessary. Here are some top features:

  • Easily design your check-in process to offer instant upgrades to first time guests or returning guests
  • Preferred restaurant bookings
  • Special offers and packages
  • Spas, workouts, and new ways to focus on health and profits
  1. Hello, Competition

Google search mobile key, Hilton, Marriot are all now running to fill the need Covid19 has created and honestly what guests have wanted this whole time. In any business, if you are not in line with your customers’ needs then you are on the losing end. Even smaller hotels are understanding the power of its marketing appeal, you have to cater to the new normal and the tech-savvy guests.  So, get on it, you will recoup this cost inside of 12 months if done properly.

  1. It’s about the Benjamins and Brand Loyalty

I am just going to use this section to lay out what you can do to explain and advise your management on the future and what it can hold for your hotel.  Let me do this old school style for you first.  Brand engagement, loyalty, and experience:

  • Provide guests memorable experiences
  • Personalized services
  • Reduce complications and inconvenience
  • Help them perceive savings and see a real sense of value

You want loyalty well here it is the first-time customers are 36% more likely to view your hotel in a favorable light with mobile check-in and services that drive digital convenience.  I.e. better chances of booking again in the future

Now let’s wrap this in a bow for you:

  • 42% of travelers book through their mobile device
  • 57% want and agree that mobile and Kiosk check-in is highly convenient & reduces the hassle
  • 62% are willing and want to use mobile or kiosk to check-in to the hotel (this will likely increase with pandemic)
    • According to Hospitality Technology magazine’s 2016 Lodging Study, “mobile check-in streamlines the front desk while also giving guests control over the check-in process.”

The biggest statement, technology departments must explain to management:

Technology automation is no longer a nice to have, they are now a necessity; your guests already want these services and with Covid19 it now becomes core.

Speaking their language:

  • RevPAR- Service Charge– With mobile and kiosk check-in guest can arrive 24/7 you can even offer this as a service charge allowing them to check-in early or late
    • Example Standard hotel charges 5% surcharge for check-in any time packages
  • RevPAR- More Room Upgrades– Mobile and Kiosk products always provide enticing upgrades on rooms or other special offers 24×7 to guests
  • RevPAR- Book Direct Enticement- Free 24hour check-in can be a great way to get guests to book direct as an added feature
  • RevPAR- Reduce Staff Interaction- Providing pre-stay notifications through mobile, where they need to go, what is open, how to navigate to their room utilizing kiosk or mobile key, reduces staff interaction time
  • RevPAR- Amenity Sales- Technology allows you to utilize staff more efficiently, self-service tools will increase convenience for guests, and lets you provide more amenity sales opportunities
  • RevPAR – Return Guests– personalized interactions before, during and after- the more customer interacts with technology the more ways to get real information and data, building a better profile for each guest, and allowing better service on property and for future retargeting

Other trends:

Instant Message & Video Conference

  • 41% would happily instant message a hotel
  • 40% percent would order room service on a mobile device
  • 38% would accept push notifications with hotel & destination information

Here is the kicker, with OmniExperience you can implement mobile and kiosk check-in for around $50k including hardware, kiosk and mobile app, integration with your PMS. Note your larger PMS provider really loves their software, on average you will spend another $25k in modules and upgrades to activate this service. So, how do you sell this when your rebuilding? Do a bundle! We offer the whole kit and caboodle starting at $1500 per month including your PMS upgrades (Oracle, Infor, Sabre customers). Nothing’s stopping you from this first step. What’s really cool is, once you implement these services – mobile key, mobile food ordering, etc. it becomes easier, less expensive and you can start seeing all of this really pay off.  Reach out, we will provide you a little study and a matrix so you can put in your numbers and see ROI on these types of services.  Thanks for reading, we love to talk to customers of all size and happy to help either way.

Douglas Ralston is a Technology’s, hotel owner etc. etc.

Video: Hilton’s Mobile Check-In

Below you find a video about why Hilton’s mobile check-in means staff can focus on customer delight.

https://www.youtube.com/watch?v=8muzfDM0dTo&feature=emb_err_woyt

https://hiltonhonors3.hilton.com/rs/hilton-honors-mobile-app/

Video: Pass the hotel Check-In Line

Below you find a video which compares the traditional check-in vs. a mobile check-in procedure.

https://youtu.be/G1pYte8oH0o

https://www.assaabloyglobalsolutions.com/en/products/mobile-access/solutions/app/

The Marriott Bonvoy Check-In App

The mobile check-in app from Marriott lets you check-in before you arrive. You can even do it from the middle seat on your flight, giving you something to look forward to.

https://youtu.be/zE0fuBLTKks

https://mobile-app.marriott.com/en-us

References:

https://www.revfine.com/mobile-check-in-app-hotels/

https://www.littlehotelier.com/r/hotel-check-processes-strategies-software/

COVID-19 has caused a massive decrease in patient’s access to primary care. The spread of the pandemic has changed a lot leaving patients access restricted even to those who have chronic disease or those who need preventive care. The shift in patient priorities is indeed worrying especially that the risks of infection and spread are faster than expected.  This provides a great opportunity to not only introduce what is now a fundamental service virtual health consultation but how to drive more convenience, service and expertise to help connect deeper with patients.

 How well are we doing in relation to exceeding patient experience? How important is this in the current healthcare system?

According to Thomas H. Lee, MD, an internist and cardiologist, this is huge. There’s lots of change in healthcare as you know well and I think it’s changed for the better overall. But as we deal with the effects of tremendous medical progress, aging of our population and economic challenges, we have a perfect storm of good things that create pressure for change. It means we have to ask: what are we trying to do in healthcare?” as per Medical Economics’ interview.

Will the patient experience affect the expected patient’s outcome?

Lee added, “Patients want a good experience. It’s not about parking, it’s not about something as simple as waiting time. It’s about how they feel. Do they feel peace of mind? Do they feel like everyone is doing all they can for them and working well together? These are the big drivers of a patient’s likelihood to recommend.”

As we get deeper into some of the fundamentals of virtual consultations and patient experience, I think it’s a perfect time to provide a list to consider on the path to better experience from a digital service stand point:

  • Educate patients on how to have a good telehealth session
  • Think through the key information or process in consultation and what information is needed prior to scheduling a site visit
    • Good to note that the days of show up and then let’s get your vitals and then let’s schedule another meeting needs to seriously be looked at
  • Educate them on what you offer and provide them ways to connect the dots on offerings and ways you can drive value to solve issue or prevent an issue
  • As we talk about process think about pre, during and especially post engagement protocols ways to use notifications, helpful videos and become an advisor for you patient in helping them live a better and healthier lifestyle.
  • Finally show them the value of what you bring with the above things, exposing areas they may not have known that you can detect or prevent
    • Example dentists can actually detect many ailments including heart and lung issues, as they say, it all starts with mouth health
    • Chiropractors can provide much more than adjustments, weight loss, supplements and a real plan to keep and resort your buddy to ultimate performance

The thing to note is that the technology that connects virtual and onsite visits can help you define and do all of these things above better while providing deeper insight for patients into the value of their physician.

How do we improve the patient experience? What steps should be taken by practitioners and organizations?

If you measure things you’ve got a chance at improving them, and if you don’t measure things, there’s a very good chance that they won’t improve. I think that we’re moving into a world where it’s not about quality assurance, it’s about quality improvement. Quality assurance is you just want to make sure that something terrible is not going on. Quality improvement is where no matter where you are, you’re trying to get better. And if you’re trying to get better, then you don’t just measure samples of patients, you try to get data from everyone. That takes you down a road where you start sampling electronically rather than using telephone or paper, because it’s just too expensive, not efficient and it’s time to look at new ways and tools to meet the demands of your patients.

 How can Telehealth create Unique Patient Experiences?

  1. Cost and efficiency
    1. Virtual Video Visits were vastly preferred to office visits by patients for convenience and travel time. A majority (52.5%) of clinicians reported higher efficiency of a video appointment.
    2. Patients perceived considerable added convenience, saved travel time, and expressed willingness to pay co-payments for this visit option.
  2. Allows providers to cater to more patients
    1. Virtual video visits give the providers the ability to schedule more patients without having to worry about room availabilities, scheduling conflicts and more. Making it easy to build schedules where patients also have the control to plan and put things in their calendar.
    2. Unlike on-site visits, patients can stay at home and feel more comfortable than having to wait in line or sit next to other patients, providing more comfort gives doctors a better ability to connect with their patients.
    3. Reduction of no shows by 47%, and allowing physicians to be paid in advanced or instantly usually help on both sides to ensure on-time connection.
  3. Satisfactory services – experience works like on-site visits
    1. Patients rated online visits highly and the majority would recommend them to family and friends due to convenience.
    2. The opportunity with these virtual connections is to truly understand your patient better, and get real data through introductory surveys or information. The ability to educate prior to the visit or communicate the true impact of the services you provide is key
    3. The rise of the ability to check vital signs online enables accuracy even if visits are done virtually. This allows the practitioner to track the stats prior, during and after the visit, providing new ways of monitoring
    4. According to this research, Most patients (62.6%) and clinicians (59.0%) reported “no difference” between virtual and once visits on “the overall quality of the visit.” When rating “the personal connection felt during the visit,” 32.7% of patients and 45.9% of clinicians reported that the “once visit is better,” but more than half of the respondents (patients, 59.1%; clinicians, 50.8%) said that there was “no difference.”

In summary, the key to utilizing telemedicine and connecting it to patient experience can break down into 4 high-level key factors.

  1. Get used to and train on how to connect with patients through instant messages and video conferences. Provide key information on how to have a good telemed call.
  2. Build a methodology of your practice to help layout key information, touchpoints and procedures. Providing new ways to prepare patients for virtual to on-site visits and for physicians to be more efficient with their time.
  3. Utilize technology through mobile devices to connect with your patients, opening up new ways to get more personalized information on your patients
  4. Have a clear health and safety policy, providing new ways to check-in, get information and have a clear path to prior infection checks before any patients walk into your office. Ensure your team and patients know and can embrace this new procedure.

Reference:

 

News flash: While you find new ways to engage, provide safe and social distancing solutions for your travelers, guests or customers, this is the perfect time to rethink your marketing and advertising strategy.  Over the last two years, many of our customers have implemented omnichannel tools such as Kiosks, Mobile and Digital Signage and I realized that there were a lot of questions about how to set up these programs.

In this blog I will share some information and ideas on the topic, for a more comprehensive layout of advertising packages, rates and strategy feel free to reach out or contact our partner Miles Media, they have been instrumental and working with us on these programs.    Here are the topics I will cover high-level for us today:

  • How to transition from traditional media to digital (this is especially important as we see a decrease in paper usage or a desire not to touch racks of brochures and visitor guides)
  • New ways of advertising across of omnichannel Kiosks, Mobile & Digital Signage
  • Building an advertising package, how to get new members and build a complete value package to keep them

The decision to scale back on print is often driven by the need to cut costs for immediate financial survival. A better approach is to make planned, proactive decisions about downscaling print that enable a long-term digital future, suggests a recent report from the American Press Institute.

Here are some key things to consider when starting to move investment from traditional to digital.  The strategy includes:

  • Communicating to advertisers that they will get the same amount of company information but with a broader reach and scope
  • Remind them of the overall value they get from membership and new advertising opportunities. For example, offers and coupons that can be posted throughout the website, social channels and through your digital channels giving them 3x value.
  • Emphasizing the value of the guide or paper and how it will play into moving toward a more balanced progressive approach.
  • Show them examples of how their ads will look on traditional and then through each channel, so they get the complete impact.
  • Show them real analytics that can prove impression rates but also the ability to show click throughs and direct engagement on how many times their ad was requested or clicked on weekly
  • Simplifying pricing models across each channel, you can look at bundling packages in Silver, Gold and Platinum programs, or to get started, give them access to all your channels at an introductory rate.

Building an Advertising plan and program ideas and suggestions

  • Omnichannel differences
    • Web- easy to stat total traffic numbers, and how you are marketing the media to drive traffic
    • Mobile- if Native app, number of downloads, notification services and any tech used to drive engagement (Conversions)
    • Kiosk- an interactive digital billboard, connect with visuals and provide ways to touch to engage to calls to action (impressions and conversions)
    • Digital Signage- billboards, for multi-ad solutions providing ways to engage small and large advertisers (impressions)

How to take these channels and build a pricing strategy:

  • Web– You can chargeX dollars per month, per ad, with X being equal to your daily visitors count divided by ten. So, if you get 500 visitors per day, you can expect to make $50 per banner ad. There are many conditions that can change this calculation.
  • Mobile – The averageCPM across all Android devices is $2, and it’s $5 for all iOS hardware. The average CPM for a mobile interstitial ad in 2018 was $3.50.
  • Kiosk – Combination of CPM and Impression, use it like you would digital signage below with the key element being CPM of clickthrough in mobile.
  • Digital Signage is all impression based, and one of the oldest forms of advertising if you look at signs and billboards, its highly effective to connect with consumers and a key part of any advertising strategy.
    • How to set pricing
      • Total cost of advertising purchase = CPM x (gross impressions /1000)
      • For example, if you decide a competitive CPM is $2 and you know that your audience is 996,000 people/month, then:
      • Total cost of advertising purchase = $2 x (996,000 / 1000)
      • Total cost of advertising purchase = $2 x 996
    • $2 x 996 = $1992/month
    • From a rate card perspective, then, you would start with $1,992 per month per board.

Now that you have an understanding of advertising through omnichannel and some high-level ideas of how to price your new strategy.  Here are key recommendations, note this is not just my opinion but feedback from customers that have created successful advertising programs on average that do $350k and above on current day advertising.   Most of our customers with the integration of digital increase their advertising revenue numbers by 30%, not only paying for most of the investment within first year but building a sustainable crowd-pleasing solution loved by customers and advertisers alike.

  1. Review all your current traditional touch points and start integrating your digital strategy to augment and likely replace paper & guides as customer receiving information decreases
  2. Consider how to take a blended advertising plan to your stakeholders to help them connect with visitors, show them you are thinking of the future of connection and engagement
  3. Bundled packages and looking at partnership models, you will see a correlation between partner-based organizations and successful advertising programs, that’s because its easy to show and for stakeholders to perceive value
  4. Consider looking at moving to member or partner based as you get deeper into advertising, it’s a great way to ensure consistent revenue, and create value packages for members that invest in you
  5. Let’s face it most local businesses struggle with advertising, they need experts in destination and occupancy numbers, areas of high traffic and visitor trends to put them in the right place
  6. Digital provides some huge advantages for all, it allows you to sell more ads and run more adds consecutively, it provides a fair shake for large and small advertisers give more level playing field, it provides true brand consistency throughout channels

In conclusion, we all know digital will be the future. With pandemics will come decrease in paper and other things handed from human to human.  So, consider the trend and get ahead of it.   As you can tell creating a pricing and strategy isn’t that difficult and investing in technology if done properly will pay for itself time and time again. For more information on what others are doing and how you can implement strategies to complement your organization, call us at 1833-300-6664 or email us at [email protected] and we’ll be happy to share and help in any way we can.

Some simple ideas to help you build your own health and safety standards.

Enough about the pandemic, for now. Let’s talk about what we can control and share a few ideas of what organizations and brands around the world are implementing to keep people safe and healthy. The key here is to find your version of this strategy that will fit your organization. Not all of us have the budgets of these organizations but much of this process and even technology can be purchased or leased on the cheap. The key is to make this process easy to follow, repeatable, and to ensure your customers know your main goals are to keep them and your employees safe and healthy.

One key here is to understand the different levels of concern that will vary from person to person. As well as security, the measures you implement have to be as acceptable as possible, so we keep inconvenience down, and provide a clear vision to the greater good.

Here are some top ideas and examples as you look to find your strategy and practice.

Connect Travel’s Safe Space (Safe + Clean Plan)

  • Temperature checks will be conducted before entering the event.
  • Cloth masks will be required for attendees and staff at a minimum.
  • Glove and hand sanitizer stations will be available throughout the event.
  • Disinfectant foggers will be placed in the exhibit hall area.
  • New appointment design allows for social distancing measures and plexiglass shields will be placed on appointment tables.
  • Indoor/outdoor spaces will be used as much as possible.
  • Larger aisle ways and one-way only aisles in the trade show and appointment areas help manage traffic.
  • Education sessions will be set up to allow for 6’ space between chairs.
  • F&B will be provided in a no-contact way (i.e. pre-packaged food, no self-serve buffets).
  • There will be no large general sessions this year at Connect.

Hilton’s Clean Stay

While full details for the program are still in development and expected to be announced soon, hotel brand standards under consideration include:

  • Hilton CleanStay Room Seal: Add an extra measure of assurance by placing a room seal on doors to indicate to guests that their room has not been accessed since being thoroughly cleaned.
  • 10 High-Touch, Deep Clean Areas: Extra disinfection of the most frequently touched guests room areas – light switches, door handles, TV remotes, thermostats and more.
  • De-clutter Paper Amenities: Remove pen, paper and guest directory; supplement with digital or available upon request.
  • Focus on Fitness Centers: Improved guidelines for disinfecting the hotel Fitness Center, possibly closing for cleaning multiple times daily and limiting the number of guests allowed in at one time.
  • Clean and Clean Again: Increase the frequency of cleaning public areas.
  • Guest-Accessible Disinfecting Wipes: Provide stations at primary entrances and key high traffic areas, for instance, a station to allow guests to wipe the elevator button before pressing.
  • Contactless Check-In: Hilton will double-down on its award-winning Digital Key technology for guests who desire to have a contactless arrival experience. Guests can check-in, choose their room, access their room with a digital room key and check-out using their mobile devices through the Hilton Honors mobile app at participating hotels. Hilton will continue to expand its Digital Key capabilities to common doors and access points throughout the hotels.
  • Innovative Disinfection Technologies: Hilton is exploring the addition of new technologies, like electrostatic sprayers – which use an electrostatically charged disinfecting mist – and ultraviolet light to sanitize surfaces and objects.

And throughout the new cleaning process, hotel Team Members will be provided with personal protective equipment and enhanced training designed to protect their well-being while continuing to deliver unmatched Hilton hospitality.

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At OmniExperience, we are focused on providing new ways of engagement in the industries we serve. From thermal scanning devices and kiosks, to mobile notifications and alerts and digital signage to help people navigate easier. We would welcome the opportunity to help you build a plan for your facility, meeting area, attractions etc.  We are happy to share information and technology that ranges from virtual communication to interactive solutions. Send us an email or call and we will be happy to help, as we conquer this pandemic together.

Reference: https://newsroom.hilton.com/corporate/news/hilton-defining-new-standard-of-cleanliness

What you will learn:

  • Cliff notes on simple ideas to think through
  • Recovery Plan
  • Technological advancement in the ‘New Norm’
  • Ways to promote customer engagement and experience

“Hopefully, this whole mess that we’re going through is an opportunity to get away from the transactional and begin something more meaningful.”

I love this quote (see links and references below). To me, this is the part that sets the stage for focusing on recovery, innovation, and creativity. This is what I have always loved about retail, fashion, and overall store experiences. That this industry is creative, and along with hotels and travel, really appreciates and does its best to understand and service their consumer.

We all know that Covid19 will change our world forever and we know the impact is not yet known, I referenced a few links below that can get you deep in the numbers and ideas it’s not a bad read.   However, the purpose of this blog is to assemble the research, articles and information that I have gone through. As well as provide some insight from a technologist and consumer’s perspective. The one thing I have said in many of my blogs and webinars as of late is none of this is surprising. Guys this was already happening, if you were not focused on digital online and instore experiences well now is your wakeup call.

Whether you look at the stats of your core buyer or just understand the fact is that people will increase online buying, and still want to go to stores and shop (see gen Z and millennial info below).   Now the question is what are you going to do now and how to prepare for this.   Here are some facts, stats and information to help you think this through. I want to say this as well, you can implement this technology for little investment and in many cases just based on monthly short-term agreement.   If implemented properly it will pay for itself in a short amount of time and with year over year gain.

A whopping 87% of U.S. shoppers prefer to shop in stores with “touchless or robust self-checkout options,” for example, while more than two-thirds are using some form of self-checkout, according to new research from weighing solutions firm Shekel.

  1. In-store Experience- Digital, Health and Wealth
    1. Provide hand sanitizer and ways to protect the returning customer
    2. Provide ways to allow customers to check inventory or look for sizes through their mobile phone or interactive screen
    3. Provide ways for automated checkout
    4. Look for more frictionless engagement features, video and interactive options while they are looking in store
    5. Connect your In-Store with your eCommerce
    6. Focus on the Omnichannel, get your experiences consistent from online to store to social.

“The millennial consumer, they do demand the in-store experience,” he said in an interview, adding that e-commerce will continue to be reserved for buying essentials. “They want the experience to be embracing, and the brand’s responsibility is to build a level of trust, and the store experience helps anchor that.”

  1. “Right now, we all feel vulnerable, and once the crisis is over, consumers will look up to brands to redefine the value of trust. Could that translate into an upgraded level of in-house services that provide comfort and a sense of wellbeing? Could it be more innovations for low-touch services, more sanitary display and handling of merchandise? In other words, could inventory control change the way retail is experienced?”
    1. Think through what touchpoint you can add as a flow through the store
    2. Rich content on screens and interactive points, connect your buyers to Social, Local and Mobile
    3. Easy inventory lookup or ways to get products in or outside the store, home delivery and convenience as a focal point
    4. Provide social distancing places and technology so people can look through inventory while they sit or wait for others to move
  1. “Good for your body, good for everything will continue to be sticky. Health is the new wealth. And it’s not just the product, but the process to get the product into the consumer’s hand, that needs to be sustainable.”
    1. As you provide distancing options, welcome customers back with new offers, product displays, brand information
    2. Use technology, Temperature sensing options at the front are affordable and effective to help employees and customers feel safe
    3. Connect your brand with health, comfort and digital experiences that convey this connection point throughout the omnichannel

Healthy, safe, and local. One of the biggest challenges facing retailers is the need to protect customers and employees from contracting or spreading COVID-19. Concerns about health and safety have never loomed larger for stakeholders across the value chain. The retailers with the highest degree of touchless automation, both in stores and in warehouses, may enjoy a clear competitive advantage, as they face lower risk to consumers, employees, and their overall operations.

The longer the crisis lasts, the greater the likelihood that online and omnichannel purchasing will become the next normal. While this shift is pronounced in grocery and other essential categories, the channel shift within apparel, fashion, luxury (AF&L) brands and retailers have not come close to making up for the lost brick-and-mortar sales as per McKinsey & Company’s  recent article on the impact of COVID-19 on the sector demonstrates.

Even Deeper:

Although we are all still learning, let us share with you some deeper ideas:

  • Mixed Retail services – The retail industry’s volatility can then evolve into having several retail companies merge together.
    • This will help effectively on cost sharing (rent, electricity, staff, etc.) while offering complimentary mixed product offerings.
    • Brands may collaborate with co-retail brands, influencers, individual entrepreneurs and experiential companies.
  • Increased Digital Purchasing
    • E-Commerce has shown a significant increase in users and orders. As more people stay and work from home, online services have been mainly one of the go-to’s.
    • According to Statistica’s recent research, in the US, 31% of the people utilized online services for restaurant deliveries. 24% used online ordering for hygienic products, 23% for household items.
  • Local goods and product demands
    • Due to increased local unemployment, customers will now prefer to support local products over imported goods.
    • The usual companies relying on international manufacturers may now rely on local suppliers. Considering the shipping costs, timely arrival, availability and technically, just the local market livelihood support.
    • People may start upgrading their comfort products – this includes upgrades on kitchen products and digital devices. As some may retain the work-at-home scenario, more consumers will consider replacing and powering their home products.
  • Loyalty and Value-Based offers
    • The most important thing for retailers right now is to keep constant, meaningful communication and relationship to their customers. Though discounts do not necessarily create long term connections, this can help promote loyalty.
    • For promotions consider prolonging the point expirations – this would allow your customers to delay their purchases due to the outbreak
    • As most of the buyers are one-time purchasers, it is imperative to look for marketing offers to get them to re-order. Second purchases even out of the 1% could lead to about 7% improvement in your store’s top-line revenue.

Having the ability to craft your customer’s experience despite having a different mindset is key at this point. Find options and solutions that would provide a different level of experience without compensating health and safety. Consider the technology needed to get you to the next level and how it can help your customers in a more frictionless experience.   That is what we do here at OmniExperience we provide affordable technology that allows you to connect the omnichannel and provide healthy, self-service and brand connected ways to improve efficiency and increase the customer experience.

Call us at 833-300-6664 or email us at [email protected].  I love feedback and research even if you want to discuss an idea or kick around some content ideas you can reach me directly at [email protected].

Doug Ralston
President& CEO, Omniexperience

https://www.retaildive.com/news/the-consumer-after-covid-19/575634/

https://fortune.com/2020/04/20/coronavirus-retail-industry-ecommerce-online-shopping-brick-and-mortar-covid-19/

https://www.mckinsey.com/business-functions/m-and-a/our-insights/the-next-normal-retail-m-and-a-and-partnerships-after-covid-19

https://www.mckinsey.com/industries/retail/our-insights/perspectives-for-north-americas-fashion-industry-in-a-time-of-crisis

https://www.mckinsey.com/industries/retail/our-insights/the-young-and-the-restless-generation-z-in-america