Working from home became a necessity for millions of employees during the COVID-19 pandemic. Although many workers are returning to the office, remote work changed the sales dynamic for retailers.

More people than ever continue to purchase products online—as much as 42% in some nations—and those that don’t are more likely to visit stores close to their homes than those near their workplaces.

This study (created in conjunction with WBR Insights) explores how retailers are adjusting their marketing, sales, and fulfillment capabilities to meet the growing needs of stay-at-home consumers. 

You can use this report to: 

• Improve digital communication
• Build more efficient fulfillment processes
• Understand the sustainability, ROI, and value of returns consolidation
• Expand and enhance the user-friendliness of your post-purchase experience

Here’s a brief snippet

…some general suggestions for retailers looking to extract more value from the stay-at-home economy include...

Marketing: Use data to personalize the shopping experience and meet customers where they are—on social media, on your website, and in your brick-and-mortar stores.

Sales: Get creative with sales strategies—think beyond the traditional discount or sale. Instead, offer loyalty programs, subscription services, or payment plans that make it easy for customers to buy from you again and again.

Fulfillment: Invest in fast, reliable fulfillment capabilities that can meet the needs of the stay-at-home consumer. This includes same- day or next-day shipping, contactless delivery, and easy returns. Consider leveraging your physical locations as micro fulfillment centers to reach more customers.

Post-Purchase: Make sure your post-purchase experience is digital-first and user-friendly. This means offering features like digital receipts, online customer support, branded messaging, and easy returns via multiple channels. If necessary, don’t hesitate to adopt new technology tools to facilitate a more user-friendly experience for customers.