WINDS OF CHANGE: BRAND NARRATIVES UNDERGO REVOLUTION IN NEW NORMAL
Shopping Centre News| September 2020
The pandemic has caused change in consumer behaviour and has taught brands to ideate new ways in which to connect with their customers. Some of the initiatives adapted by brands are shopping over WhatsApp, video calling, curbside pickups and special home visit deliveries.

In the wake of COVID-19, brands and malls are trying to understand the current customer sentiments and are adapting to the changing trends. They are introducing initiatives that ensure customer safety while off ering them a unique shopping experience. The current situation has caused change in consumer behaviour and has taught brands to ideate new ways to connect with their customers. Some of the initiatives adapted by brands are shopping over WhatsApp, Video Calling, curbside pickups and special home visit deliveries.

Inorbit Bangalore is a perfect example as it was one of the first malls in the city to come up with a novel idea to ensure a safe and convenient shopping experience by setting up stalls at housing societies in the vicinity. This is the first time Bengaluru has seen such an innovative experience that allows customers to shop – freely and safely – from the comfort of their home areas with minimum public contact.

“Our focus is to stay connected to our consumers digitally and service them in a safe environment. We have introduced services like video shopping feature and curb side pick-up.” said Naviin Ibhrampurkar, Head of Marketing and Corporate Communication, Inorbit Malls.

Envi Salon has been strictly following social distancing norms by keeping customer contact to the minimum. Talking about recent changes adapted post COVID-19, Renu Kant, Owner of Envi Salons, said “As a brand we have adopted extensive safety measures for both our client and staff . Clients are taken with appointments only to avoid overcrowding. We also encourage consultation on phone through video calling so the customer can just come and take the preconsulted services.”

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