More customers are shopping online now than at the height of the pandemic, fueling the need for digital transformation
Target, which has long been a leader in digital transformation and curbside pickup, isto meet customer demand after digital sales increased 141% in the first quarter of 2020. Stores across the country will have more designated curbside pickup spots as well as fresh and frozen space inside stores to accommodate online grocery orders.
Lowe’s has also seen tremendous online growth, both for deliveries and curbside pickup. Before COVID hit, Lowe’s underwent ato grow its e-commerce from paltry 3% annual growth. The new website makes it easier for customers to find products they are looking for and also research products before potentially buying in store. Lowe’s digital transformation took the company down to the bones and then rebuilt with a new emphasis on digital.
Just because brick-and-mortar stores and restaurants are starting to re-open doesn’t mean online ordering is declining. In fact, the opposite is true. Consumer trends show that e-commerce will continue to grow, and companies need to be continuing their digital transformations to provide great service, both online and in store.
Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book
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