Covid-19 has redefined what it means to be a shopper in SA
People’s wants and needs have evolved, and retailers are taking note, says a customer experience expert
Strict hygiene protocols, well-protected workers, social distancing enforcement and responsible pricing top the list of priorities for SA consumers in the age of Covid-19.
As the shopping experience evolves, so do consumer needs and expectations, customer experience expert Natalie Schooling has found.
“As soon as news hit of the initial 21-day lockdown period that began March 27, customers went into overdrive, with crowds gathering at retailers to stockpile supplies,” said Schooling...