The Right Way to Tackle the New Norm for Retail Businesses
The erratic movement of the number of Covid-19 cases in Malaysia is troubling, especially to the
business community. Although the government is trying its level best to keep businesses open,
the constant worrying about the long list of SOPs or worse, having to close down the shutters
once again, can be stressful and demotivating.
For retail businesses that are fully dependent on walk-in customers, the past few months would
have been a nightmare. The unexpected disruption has pushed retail businesses into the
survival of the fittest mode. But it is not all doom and gloom – digital marketing came into the
picture like a knight in shining armour to not only alleviate the possibility of retail businesses
failing to survive the pandemic but also to elevate them to a level unimaginable before. Let’s
look at a few digital marketing strategies that can be adopted by retail businesses when doing business in this new norm:
1. Leverage on the multi business channels
Retail businesses should move away from the dependence on sales from their brick and
mortar stores. The many online channels can connect businesses to customers who
otherwise would not have noticed your business. Having an e-commerce website or
selling on marketplaces such as Lazada and Shopee means expanding your customer
base manifold. You can also advertise your business on Facebook, Instagram,
Whatsapp and now businesses have also moved into Telegram and Tik Tok. If you own
an F&B business, you can sell to those outside your locality through GrabFood and
FoodPanda. And there are deal platforms such as Fave to further attract customers to
notice your store.
2. Provide e-Wallet or Cashless Payment Facilities
In this pandemic era, customers just want to shorten their time outside the home and
complete their transactions as quickly as possible. That is why providing services that
will make purchasing effortless for customers will make you their retailer of choice.
Having eWallet facilities such as Touch ‘n Go, Boost, FavePay and GrabPay or other
payment gateways such as iPay88,eGHL and Razer Merchant Services means your
customers will not have to worry about queuing up in ATMs to withdraw cash, counting
their money to pay you and waiting for the balance payment. They can just wave and go
and this also helps in keeping physical distancing.
3. Provide Delivery Service
Delivery service providers are mushrooming, especially since the pandemic scare. You
can use it to your advantage to provide on-demand same-day delivery through providers
such as Lalamove, MrSpeedy and GrabExpress or courier services through Poslaju, J&T
4. Loyalty Program
Loyalty programs are a great way to retain your existing customers. There are many
platforms to create attractive loyalty promotions. You can do it the old school way
through cards and stamps, use platforms such as Fave & Mulah or create promos on
your e-Commerce website. You can also plan for a review and referral program to
encourage existing customers to introduce your business to their family and friends.
5. Jump on the Data Bandwagon
Data is the order of the day. Having your customers’ data can help you in many ways.
You can use their email addresses and contact numbers to send out promotional
messages. Information on your customers’ gender, age group, birthday and etc. can be
used to tailor your advertising strategy to your customer persona. These data can also
be used to encourage your customers to follow your social media pages.
6. Other Promotional Strategies
Other promotional strategies that can give you the competitive advantage include stock
clearance sales, storewide sales and purchase with purchase.
There are endless opportunities in the digital marketing sphere. These are just some
examples to give your the bump to explore further. Once you have stepped into the digital
marketing world, you can further explore digital advertising – Google Ads, SEO, Facebook
Ads – and the list goes on. So, for retail businesses out there, the new norm is not the time
for you to worry, it is instead the time to think about exploring and expanding your business
beyond expectations. In fact, you can contact our digital marketing specialists to know the best solution for your business!
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