Online shopping is safe, effortless and fast. Yet it can't compare to being in-store for that fully personalised experience. Being pampered, guided by personal shoppers and seeing the latest fashions, trends and designs close-up. It's just not the same.

Customers are starting to venture out and some are now also returning to international travel with their sights firmly set on Tax Free shopping. The online experience will inevitably shape what shoppers expect as they return to city centres and malls.

Personalising the retail experience

As shopping centres re-open, the challenge will be to combine the speed and convenience of online with the sensory, immersive experience of being in-store – while staying safe.

As stores become increasingly digital, forward thinking retailers are focusing on interactivity and the use of technology. They're experimenting with mobile apps, augmented reality (AR), virtual try-ons and digital mirrors to elevate the in-store experience. AR fuses the physical and digital worlds, delivering an immersive and highly tailored customer experience.

Some beauty and fashion brands are using this AR technology to allow customers to 'try on' cosmetics, jewellery or clothes. Its novel, quick and convenient, but COVID-19 safe.  Importantly, it's a new way to engage with customers.

Digital payments are here to stay

According to a survey in Retail Times, two thirds of customers say contactless payments are now more important than before the pandemic and they expect shops to offer them.

Mobile wallets are becoming increasingly popular too. In China, more than 92% of payments are made via two of the most dominant platforms Alipay and WeChat Pay. Offering mobile payments is a must for high end retailers looking to attract high spending Chinese shoppers.

Accepting a wide range of digital payments methods gives them the confidence to spend freely. Retailers who continue to use a variety of different terminals to cater for these payment methods will undermine the overall in-store experience.

Bringing payments to the customer

Customers dislike queuing and crowds so reducing them is critical in the post pandemic world. However, savvy shop keepers will want to increase dwell time. This is especially true in larger stores where footfall tends to be higher than in the smaller boutiques.

One way to achieve this is to take mobile devices and tablets to the customer. That way staff and consultants can show online collections, complementing the in-store experience in the physical world. Brands can up-sell by extending the range of products they offer to customers, driving more sales revenue.

The right payments partners help retailers deliver this exclusive level of service. Stylish new android payment terminals ensure a faster, safer and secure process, giving staff the ability to take payments on the move from anywhere in-store.

Building the ultimate omni-channel

The pandemic not only led to a sharp growth in online sales, it accelerated the move to omni-channel seamless shopping across different platforms. In short, omni-channel retail is here to stay.

Unifying multiple payment channels gives retailers the flexibility to process a wide range of payment methods either on-site, online or via mobile to support their omni-channel strategy.

Retailers can offer international shoppers instant VAT refunds on Tax Free purchases while in-store. Doing this within a luxurious setting puts them in the mood to spend the money straight away before they leave, helping drive higher Average Transaction Values (ATVs).

More Whoosshh, more sales

The online experience of the last 12 months is shaping what shoppers expect as they return in-store meaning that retailers must deliver a fully immersive highly personalised multi-channel experience.

As domestic customers start to return and with many international customers salivating at the thought of being able to shop in-store wherever they are, the prospects for many luxury retailers are looking much better.