Viewer Experience vs Shopper Experience

Understanding your shoppers and the harmony a great website can bring to the table

Let’s talk about understanding the difference between a viewer and a shopper. This will lead you to finding your mall's sweet spot both online and offline. This is where a shopping mall can establish not only trust but strengthen it and bring a mall to life. 

Viewers do not start off as shoppers, they are scrollers and unless you are creating solid omnichannel marketing plans that pull them into your mall, they’ll never turnover into significant sales and traffic. 

Websites as we’ve learned are no longer space holders. Gone are the days where malls could form a simplistic approach to meeting shopper demands from an online service perspective. 

Shoppers that have adapted are bringing forth new expectations that the future of ecommerce will need to not only meet, but surpass to gain loyalty and growth in market share.  

Does your website plan moving forward speak to leading the consumer in-store? I need you to toggle between our current situation and post covid for a minute. Right now your website is your right arm in a revolving door of lockdowns. But is it ONLY focused on RIGHT NOW? Now that covid has loosened its hold, will your website enhance and support the new shopping mall market? How quickly are you able to shift gears? 

This is where innovation is born. 

Your shoppers have spent months going in and out of covid restrictions. To say that most of us shoppers can’t wait to get back in the malls is an understatement. But new buying habits we’ve formed over this past year aren’t going to shed easily, and honestly from both a shopper and retail perspective do we want it to? 

This is where you need to curate an experiential relationship between your social, e-commerce,  and physical shopping mall with the consumer touch points. When working harmoniously together the future of retail can support all locations. 

I say experiential because it’s a frivolous idea to think it’s only the products that matters. With all of the options to where our usual cravings and curiosities take us in our buying behaviour disrupted, shoppers will expect much more. This is where shopping malls can differentiate themselves and get to the forefront of the shoppers demands. 

Looking internally at what is needed in not only 2021, but 2022, 2023 is what needs to be the focus driving your marketing plans. Malls of the future will require omni-channel marketing solutions that utilize and drive shopper engagement on and offline, all while empowering your team to think bigger and more focused than ever before. 

Let’s focus on websites, and how our team can guide your shopping centre through a digital transformation that not only focuses on the present but the future of the retail mall environment.