The ONS have announced that retail sales have taken a bigger blow than expected. In January 2021, retail sales volumes fell by 8.2% when compared with December 2020 – the restrictions of lockdown have been a gut punch to stores across the nation. But the proportion spent online soared to 35.2% in January 2021, the highest jump recorded.
With this in mind, Noel Lavery, UK Sales Director, Infobip shares his thoughts on how retailers can ace ecommerce in these turbulent times.
“As expected, the high street has struggled during the pandemic, but online spending surged to its highest levels – experiencing an impressive 35.2% increase in January 2021.
“With online purchasing and engagement taking precedent, retailers need to ensure their ecommerce offering promotes convenience and personalisation across the entire customer journey – that means being available on the right platform, at the right time, with the right message. We know customers aren’t afraid to drop brands completely if they have a bad experience. Research from Infobip found that a third (31%) of younger shoppers have switched brands because of poor quality CX during the pandemic.
“If the high street is to bounce back, retailers must spend this time exploring and implementing digital technologies that will deliver a seamless and personalised omnichannel experience – one that will nurture brand loyalty now and in the unpredictable year to come.”