A good brand knows that change is only natural, especially now. Good brands are proactive instead of reactive, they’re adaptive to change and are flexible in addressing needs. Thus, the new normal is just another phase of change for them.
For example, customers today require more delivery options due to movement restrictions and social distancing. They expect to be able to track their orders, pay online using cashless mediums, and receive refunds and reassurance that their purchases are protected. Thus, many F&B brands have started offering food deliveries and pick-ups. We can see more of Lalamove, Mr.Speedy, FoodPanda and other runners on the road.
Here are some other brands we know that are quick to address new demands:
Even road-side ‘warungs’ are adapting to the new normal by going digital through its most rudimentary form; Whatsapp orders. Customers craving for their favourite ‘pisang goreng’ can text a number and order through Whatsapp. Their snack would be promptly delivered through a third-party runner or by the business owner herself.
As your brand has more foothold than Mak Cik Kiah’s business, there should be more effort into adapting to digital commerce. Especially for brick-and-mortar stores, there is now a pressing need for customers to be able to buy online. So let’s make their buying experience frictionless and seamless.