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Getting A Handle On Contactless Customer Experiences

From retail stores to restaurants, businesses in Singapore are glad to welcome back customers onto their premises with the lifting of some of the Circuit Breaker measures. While this is great news, how can these businesses, especially local SMEs, offer safe experiences and environments to both customers as well as their employees especially since concerns over COVID-19 are still widespread?
Open for business unusual

For enterprises that had to restrict or stop their operations at the start of the Circuit Breaker, the move to Phase 2 has been a long awaited development as more businesses across sectors are able to open their physical stores and shops again to the delight of their customers.

While members of the public have been glad to take this opportunity to be out and about once more and gain some normalcy back in their lives – such as by visiting popular malls and shops, or catching up with family, friends or business associates at their favourite eateries – the effects of the COVID-19 pandemic has beyond a doubt affected the mindsets and behaviours of consumers. From a health and safety viewpoint, consumers are now putting a high price on these factors when interacting with organisations, whether it is a BBQ restaurant or at a bank branch.

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Indeed, customers are more concerned about reducing their risk of infection and would prefer to frequent establishments that take more robust and rigorous steps to minimize physical contact, maximize contactless interactions, and amplifies its communication that it is going beyond the extra mile to safeguard the well-being of its consumers. According to Datassential, a food and beverage industry analytics company, 76 percent of consumers interviewed said “a restaurant’s cleanliness and food safety will matter more to me after COVID-19.”

As such, what digital technologies, practices, and solutions can local SMEs adopt and be inspired by to cater to the new normal, where more and more people moving forward – even beyond the COVID-19 pandemic, will increasingly demand and expect a contact-free, no-touch world?

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