Avionos：2020年消费者期望报告（英文版）.pdf

1、WHO WINS WHERE Lessons for Digital Brands and Traditional Retailers AVIONOS 2020 B2C BUYER REPORT AVIONOS 2020 B2C BUYER REPORT 2 When we launched this survey back in late February, we couldnt have imagined how much daily life would change within a few short weeks. We watched shopping malls and offi

2、ce towers empty almost overnight as stores shuttered and workforces shifted remote. Weve navigated our own transition to remote work as a company, with all of its ups and downs and unexpected childcare needs. Amid the chaos, weve been heartened to see our retail partners adapt rapidly to the sudden

3、shock. Whether its by transitioning to curbside pickup at brick-and-mortar locations or by expanding contact centers to handle a flood of customer service calls, theyve responded flexibly to new and unexpected challenges. Retailers of all types, including both digitally native brands and traditional

4、 retailers, are united in facing this crisis together. In many ways the pandemic has accelerated changes that were already underway. Before COVID-19, it was good practice to provide a streamlined experience across all channels, to offer robust customer service and to prepare for uncertainty by keepi

5、ng processes agile and flexible. Our survey results highlighted the importance of fast OPENING LETTER RETAIL AND COVID-19 shipping and a seamless online experience, even before the pandemic shifted demand online. Now, its a must. As the initial shock has worn off and businesses adjust to the “new no

6、rmal,” there will be opportunities to re-tool, re-skill and re-focus around the new retail environment. Examine engagement data to identify friction points in your digital experiences, and prioritize bug fixes and process improvements that will have the most impact. Before, you were fighting for you