More online shopping due to the corona pandemic
In view of the second wave of corona infections, quite a few regions are in various stages of lock-downs and contact restrictions. Customers are increasingly focusing on the possibilities of online shopping, as online purchases are convenient and secure for consumers in times of crisis. This year, the German Retail Association already calculated a turnover of 3.7 billion euros for these campaigns in advance - an increase of 18 percent compared to the previous year.
On the action days of Black Week, online trade can reach its limits due to the workload of the many enquiries in the online shop - the infrastructure must be right, the shops must be scalable in order to be prepared for the start of the Christmas business. Supply chain and delivery must be flexible, technical products must cover the need for explanation online and be presented in a correspondingly elaborate way.
Michael Berghoff, Managing Director E-Commerce at CHRIST, reported on the development of the omnichannel strategy together with KPS:
"With our optimised web shop we enable all our customers to have a great shopping experience online. In the cooperation with KPS we have continuously improved our omnichannel strategy. By consistently linking all channels, we offer our customers the opportunity to enjoy a consistent and high-quality shopping experience, no matter when - no matter where. Especially at Christmas, the demand for high-quality jewellery and watches, as well as trend brands such as Tommy Hilfiger, BOSS or Michael Kors, is once again significantly higher".
Customer-oriented service for all pre-Christmas wishes
In addition to the desire for omnichannel service, there is a strong need for security among customers this year. Despite all the circumstances, customers also want to be able to take advantage of expert advice - which can be provided online. The retail trade needs intelligent offers and solutions in times of contact restrictions.
"By providing our customers with the smartest digital tools, I believe we can guarantee them a level of service and a shopping experience that Amazon simply cannot compete with," says Jimmi Frederiksen, CMO and CDO of Elgiganten about Elkjøp's online shop, which is also developed and supported by KPS.
Service levels and the shopping experience require, among other things, investment in app development and interaction, so that consumers can order from any mobile device and thus benefit from appropriate bonus programmes and sales promotions. A user-friendly and easy-to-use app is more crucial than ever for the success of an online channel.
The e-commerce experts at KPS have the necessary experience in customer projects to adapt the entire organisational structure for retail companies accordingly. During the transition from offline to online trading, the entire logistics infrastructure must be converted. The key to online success is a seamless ordering process and rapid delivery.
"CHRIST was perfectly prepared for the strongest quarter of the year in terms of sales, although this year there was even a particularly early start to the Christmas business. With the support of KPS, we are pleased to make many Christmas dreams come true again this year," comments Michael Berghoff on the start of the Christmas business.