Despite the accelerated use of existing and new technologies and tools as COVID-19 forces the world to work remotely, some retailers are confident that brick and mortar will still be standing after the threat of the disease has receded.

Anthony Pearson, managing director of Lloyd’s Department Store in Montego Bay, described the shopping experience as an event, which is one of the most important differentiating factors for retail companies.

“Customer service is not something that you can get with online shopping, that face-to-face customer service is what is really going to keep brick and mortar going. Retailers have to create a whole new experience — shopping is an event, not just coming to pick up a pair of socks or handbag. It’s a whole event and experience that the shopper is going to enjoy,” Pearson asserted at the Jamaica Observer‘s webinar ‘The Future of Brick and Mortar Retailing’ held Tuesday last.

Pearson, who has been operating the business since 1965, also indicated that despite a 70 per cent decrease in sales, he has no plans to lay off, or make any of his 50 employees redundant.

“The business has been significantly affected. Obviously there is not much things to do or places to go, so the party shirts and dresses are not a priority, but thankfully babies are still coming into the world and our baby department is doing very well. What we find is that a lot of people who would have normally bought items online or get them from overseas, are “forced” to buy things locally,” he added.

To Pearson, this just further strengthens his argument for retailers to offer customers a unique shopping experience.

“This pandemic has just fast-forwarded what retailers need to do in the future — which is to embrace technology. Retailers have to invest in technology to take the in-store capabilities to the digital age. Our competition is obviously online shopping but you have to remember that statistically still 75 per cent of shopping, takes place in brick and mortars. I’m batting for brick and mortar obviously, but we have to embrace the technology around us and we have to work with it and we understand just how important our customers are and good customer service,” he maintained.

http://www.jamaicaobserver.com/sunday-finance/brick-and-mortar-retail-is-not-dead-it-s-an-experience-say-retailers-local-retailers-confident-that-brick-and-mortar-will-still-be-relevant-post-covid-19_194261