During this 8th week in Covid-19 lockdown, as with probably many others, I’ve realised that I need to be more creative in fulfilling my personal shopping demands. Just popping down the road to the shop, is not an option at present. Sadly what I think the next few months will bring is more of the same. Times are definitely ‘a changing’.
Like thousands of other consumers, I’ve resorted to online shopping. Suddenly the war for connectivity has started in my home. Where I used to bemoan that wifi was on my teenager’s Maslo hierarchy of needs, I’ve started to congratulate myself for foresight and great parenting. What is true is that whilst my generation may be slightly slower on the uptake of technology, crisis brings about change.
Last week, confronted with no lockdown end in sight, I forged ahead and took the online delivery plunge. In under 30 minutes I managed to order printer cartridges from one retailer; groceries from another and dinner from my local takeout. That evening dinner promptly arrived and during the next three days the goodies appeared hassle free on my doorstep. I have to admit it felt a bit like Christmas.
Would I do it again? Absolutely.
After doing the sums, I realised that the ROI of the small delivery fees, superseded possible petrol costs, time and frustration. I found myself focussed on buying what I needed and not overfilling my shopping basket (in spite of it being easy with just one click). Not to forget the convenience of it all. Definitely a reason to smile.
I wondered to myself, what had been holding me back from online shopping before? I realised it was habit and the perception that I would pay more. Trust also came into the picture. Once I ordered online, only to receive the goods 10 days after the promise date and upon opening the box to find the wrong item!!! Well, with my most recent purchases, I was impressed. The providers had gotten the experience right. And as we can all agree positive customer experience is everything.
So heads up to all those constrained retailers out there, I’ve decided that online shopping and home delivery will become my new normal. And I think that there are many other consumers who feel the same.
As a retailer, are you ready for it?
Brief Bio: Tanya Long – Chief Operating Officer, Argility Technology Group
Tanya has 30 years industry experience and is currently the Chief Operating Officer of the Argility Technology Group.
Tanya’s career in the IT sector started in 1988 in IT Support for Point of Sale solutions. She moved formally into software development with UCS/Argility in 1989 as a developer and progressed through to: team leader; account management; project, and development management roles
Tanya is an internationally Certified Consciousness Coach, Enneagram Practitioner, and leadership speaker and facilitator. She is considered a specialist in the fields of culture and engagement and often presents at conferences on the topic of engagement, leadership and coaching. Her strengths lie in her exceptional people management abilities and dedication to precision and execution.
In 2017, Tanya was appointed Human Capital Executive at Argility where she reunited her Retail, IT, Leadership, HR and coaching knowledge to drive her zeal for transformation. In her capacity as COO, she heads up the Sales and Marketing and HR teams whilst driving performance and processes within the group.
Tanya’s vision is to ensure that the Argility Technology Group is filled with engaged, skilled and innovative individuals delivering outstanding customer-centric solutions.