Over the past year, the population of this planet has been learning to navigate new ways of doing things – both in the business world and in personal life. Part of this survival learning curve for businesses has been, 1) discovering and/or implementing new ways to determine what their customers need and want; and 2) making adjustments to provide it to them – otherwise known as the pivot.
Furthermore, now that we are a year into this pandemonium (see what I did there..?), some of these pivots that originated as “temporary” measures to handle crisis have now become an assimilated part of daily life and are here to stay.
Minimal or contactless services and home delivery that enabled people to take care of everyday necessities such as groceries, cleaning supplies, home and self-care essentials, meals, etc., in the sheltering in place and social distancing climate have evolved into a desirable convenience as we all look forward to emerging into a world that isn’t quite “normal life before” but will be the new normal.
If your industry is live entertainment or events, live streaming and virtual events can serve as an extension of what you have to offer. While live events will most certainly make a comeback, people will weigh the option of traveling vs being able to log in from the comfort of home. Another way this works is people can choose with whom they can share the experience with physical and/or virtual watch parties. Adding a virtual component to your event can expand your reach as well as generate another avenue of revenue.
All this change has resulted in some beneficial side effects. From large scale corporations to small business, the work-from-home climate with virtual meetings has led to people getting to know their teammates on a much deeper, human level through glimpses into their lives outside the office. Additionally, in facing our own struggles with changing conditions, we have gained an understanding of some of the challenges customers may face, allowing us some insight into how to meet their needs.
What it comes down to is that the relationship dynamic between the retail entrepreneur and customer is changing. It has shifted from two separate entities connected by transaction to more of a partnership in which customer and entrepreneur cooperate in the effort to accomplish their goals.