Retail: Challenges of the On-Site Experience

Given the gradual return to physical stores, customers will appreciate it if businesses disinfect stores several times a day, if other visitors are required to clean their hands before entering, and if employees use protective equipment at all times.

Wednesday, July 1, 2020

Although in this context of the spread of covid-19, digital channels have gained ground in Central American markets and this trend is expected to continue in the coming months and years, there are commercial establishments that will have to adjust their face-to-face sales strategy to the demands of the new normality, since there will always be customers who prefer to continue shopping in person.

According to reports from CentralAmericaData, since the beginning of May there has been an increase in the number of people who have moved to locations identified as supermarkets or pharmacies in Central American cities. As of June, the upward trend was still continuing.

The biggest challenge of the retail business is to structure and apply a strategy that, in the current business scenario, is adapted to the demands of the customers.

You may be interested in "E-Commerce: What do Consumers Want to Buy?"

Laureano Turienzo, a consultant and advisor to retail companies, told Prensalibre.com that in the coming months, customers will have concerns such as "... At what time will there be fewer people? How many people will have touched X or Y items before? Will the store clerks be wearing masks? How many times a day will they disinfect the store? Will that customer who is near me have disinfected their hands before entering?"

As for the new ways of behaving of consumers, Turienzo explains that "... it's not the most exciting thing in the world to go to stores where entry is limited for health safety reasons.  We can find most consumers coming in early (especially at weekends), as they will think the store is freshly disinfected, and cleaner. It can happen."

For the specialist in retail companies, for customers to choose to stay longer in stores, strategies must focus on generating security, comfort and speed.

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More on this topic

Retail, Mass Consumption and Commercial Channel

June 2020

Reaching consumers in a confined scenario has been a complex task for companies distributing mass consumption products, since the operation of some of the commercial channels has been limited in the region's markets.

In Panama, companies engaged in the wholesale distribution of food products such as oats, beverages, snacks and others have faced challenges during the weeks of home quarantine, which was decreed by the authorities following the outbreak of covid-19.

Supermarkets: Strategies in the New Reality

May 2020

Ensuring customer supply, adjusting protocols to maintain store operations and supporting suppliers with more frequent payments are all part of the strategies supermarkets are applying in this new business environment.

Maintaining store operations in this scenario of health crisis and the spread of covid-19 is a real challenge for supermarkets in Central America.

Visits to Quarantined Shops: Is the Trend Reversed?

April 2020

Between February 2020 and Easter Week, visits to shops decreased between 40% and 90% in Central American countries, but since April 13 a change in the trend has been observed, reflecting a greater movement of people to shops and other businesses.

According to the "Information System for the Impact Analysis of Covid-19 on Business", prepared by the Trade Intelligence Unit of CentralAmericaData, Costa Rica is the country with the most pronounced change in trend, since as of April 12th the reported drop in physical visits to stores was 79%, while on April 17th the reported reduction was 57% from the levels prior to the health crisis.

Retail: Traditional Channels and Consumption Patterns

April 2020

The restrictions on mobility decreed in the region open up new opportunities for sales points such as small self-service shops, grocery stores and corner shops, which can make use of home delivery service schemes to boost their sales in this context.

In the current context of health crisis, large supermarket chains have implemented safety and hygiene protocols, which force consumers to assume long waiting times to do their shopping.

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BMC Group

Organization that operates in El Salvador.
Phone: (503) 2487 4500

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