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“Los cambios en el
comportamiento del shopper”
COVID-19RECALCULANDO…
Presentado por:
Diego Persali, Director MSU Italia
Rosario Mellado, Client officer
Alfredo Torres, CEO Ipsos Perú
1. EL COVID Hoy – Una mirada global
2. Como cambia el comportamiento del “Shopper” a
medida que transita los diferentes estadios
emocionales
• Cómo han sido estos cambios en Italia
3. El comprador peruano en la nueva normalidad
CONTENIDO
“El COVID Hoy”
En América Latina y
el mundo
© Ipsos | COVID-19 RECALCULANDO4
Existe un amplio consenso en que el COVID-19 es una gran amenaza mundial. En América Latina la percepción de amenaza es mayor, especialmente hacia el trabajo o la actividad económica de cada uno.
What level of
threat do you
think the
coronavirus or
COVID-19 poses
to each of the
following?
% Very high +
High threat:
APRIL 16 to 19
(trend on
following
slides)
WW APR 9-12 WW APR 16-19 US EU LATAM ASIA OTHERS
You personally 40% 39% 34% 38% 50% 45% 32%
Your job or business 52% 51% 47% 50% 65% 51% 52%
Your country 73% 71% 71% 74% 80% 69% 68%
The world 85% 84% 75% 83% 90% 86% 85%
You personally Your job or business Your country The world
Global COVID tracker 28 countries, 16 April - 19 April 2020
© Ipsos | COVID-19 RECALCULANDO
US EU LATAM ASIA OTHERS
Feb 7 - 9 14% 10% 16% 11%
Mar 12 - 14 22% 26% 40% 19%
Mar 19 - 21 29% 37% 46% 39% 27%
Mar 26 - 28 36% 41% 45% 43% 37%
April 2-4 38% 40% 46% 41% 39%
April 9-12 36% 39% 49% 45% 35%
April 16-19 34% 38% 50% 45% 32%
Feb 7 - 9 Mar 12 - 14 Mar 19 - 21 Mar 26 - 28 April 2-4 April 9-12 April 16-19
5
What level of
threat do you
think the
coronavirus
poses to you
personally?
% Very high + High threat for you personally
La sensación de riesgo personal ha empezado a disminuir en Europa y USA, pero en América Latina se sigue incrementando, en paralelo con el incremento de personas afectadas.
Global COVID tracker 28 countries, 16 April - 19 April 2020
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Source: Jan 2002- Feb 2011 RBC CASH Index; March 2011 to early
March Monthly Refinitiv-Ipsos Primary Consumer Sentiment Index; March
25 2020 to date Ipsos Weekly Consumer Confidence Tracker
CONSUMER CONFIDENCE INDEX
55.1
42.443.3
47.7
41.1
Abr-19 May-19 Jun-19 Jul-19 Ago-19 Set-19 Oct-19 Nov-19 Dic-19 Ene-20 Feb-20 Mar-20 Abr-20
US Europe Latam Asia Others
La magnitud de la crisis ha impactado severamente en la confianza del
consumidor. La confianza no se recuperará hasta que no se reactive la
actividad económica por completo.
CONSUMER CONFIDENCE INDEX
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
What Worries the World (Latam)
54%52%
65%
50%
69%
37%39%
46%
39%
30%
16%
46%
27%
19% 19%
28% 28%
18%
56%
45%
24%27%
31%
23%
39%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Argentina Brazil Chile Mexico PeruCoronavirus Unemployment and jobs Health Care Crime and violence Financial/Political Corruption
Source: Jan 2002- Feb 2011 RBC CASH Index; March 2011 to early March Monthly
Refinitiv-Ipsos Primary Consumer Sentiment Index; March 25 2020 to date Ipsos
Weekly Consumer Confidence Tracker
Which three of
the following
topics do you find
the most worrying
in your country?
El COVID es hoy la mayor preocupación, aunque con variaciones por países.
En México y Perú preocupa también la delincuencia, en Chile el desempleo, en
Argentina la inflación, en Brasil el sistema de salud y en el Perú la corrupción.
© Ipsos | COVID-19 RECALCULANDO
29%18%
38%29% 30%
38%
41%
38%47% 40%
18%23%
14% 16%18%
11% 13%8% 5% 9%
US EU LATAM ASIA OTHERS
Strongly agree Somewhat agree Somewhat disagree Strongly disagree
8
Aunque se levanten las cuarentenas, la preocupación por la infección va a continuar. La gente preferirá salir poco de su casa, salvo para trabajar y hacer las compras básicas.
To what extent do
you agree or
disagree with each
of the following ?
Even if businesses are allowed to reopen and travel resumes, I am going
to be very nervous about leaving my home
APRIL 16-19 (NO TREND)
Global COVID tracker 28 countries, 16 April - 19 April 2020
© Ipsos | COVID-19 RECALCULANDO
14% 9% 10% 15%8%
44%42% 42%
50%
44%
42%50% 48%
36%48%
US EU LATAM ASIA OTHERS
Comfortable Not comfortable Definitely would not
9
Las relaciones personales cambiarán profundamente: solo uno de cada diez saludará con un apretón de manos a un extraño.
How comfortable
would you be
doing each of the
following in the
next few weeks?
APRIL 16-19 (NO TREND)
Shaking hands with someone I don’t know
Global COVID tracker 28 countries, 16 April - 19 April 2020
© Ipsos | COVID-19 RECALCULANDO
43% 41%
17% 20%
52%
41% 42%
45%52%
35%
17% 18%
38%28%
14%
US EU LATAM ASIA OTHERS
Comfortable Not comfortable Definitely would not
10
El uso de las máscaras fuera de casa será generalizado, especialmente en América Latina.
How comfortable
would you be doing
each of the following
in the next few
weeks?
APRIL 16-19 (NO TREND)
Leaving my home without a face mask
Global COVID tracker 28 countries, 16 April - 19 April 2020
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
US EU LATAM ASIA OTHERS
Mar 12-14 14% 15% 25% 12%
Mar 19-21 27% 17% 21% 29% 18%
Mar 26-28 26% 20% 21% 20% 17%
April 2-4 35% 24% 25% 21% 22%
April 9-12 34% 25% 30% 22% 24%
April 16-19 33% 33% 34% 20% 27%
Mar 12-14 Mar 19-21 Mar 26-28 April 2-4 April 9-12 April 16-19
11
El “e-commerce” es el gran ganador de la crisis y la tendencia a usarlo aumenta cada semana que continúa la necesidad de la distancia social.
Using e-commerce to purchase products you would normally buy in-store
Would you say are doing
each of the following more
frequently or less
frequently compared to
one month ago?
SCORE: MORE – LESS / (THOSE WHO DO THIS ACTIVITY)
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
12 ‒
75%
60%
51%
51%
47%
46%
39%
36%
1%
More health-conscious
More emphasis on a peaceful life
More family-oriented
More respect for wildlife
More transparency
More emphasis on social supervision
More respect for professionalism
More expectations of social equality
For others, please specify
Say COVID-19 has
affected their social
values
N=1512
Impact of the epidemic on Chinese social values
N=1498
64%
A pesar de todo, la pandemia traerá cambios positivos en los valores
sociales, como la mayor consciencia por la salud, la paz, la unión familiar y
el respeto a la naturaleza. El riesgo: más autoritarismo y populismo.
China Quantitative tracker
CHINA
© Ipsos | COVID-19 RECALCULANDO
En conclusión:
• La preocupación por la pandemia es mayor en América
Latina, sobre todo por su impacto en los ingresos
personales, dada las características del empleo en la
región.
• El impacto sobre la confianza del consumidor y, por lo tanto,
sobre la demanda de productos no esenciales, ya es y será
muy significativo.
• Las relaciones personales cambiarán profundamente. La
población seguirá usando mascarillas y evitando el contacto
personal.
• El gran ganador es el E-commerce y todos los negocios
vinculados. Los negocios que dependan de grandes
concentraciones de personas serán los más perjudicadas.
• Las marcas deben entender y adaptarse a los cambios y
nuevos valores y acercarse al consumidor con la empatía
necesaria para reconquistarlo.
© Ipsos | COVID-19 RECALCULANDO
“How the shopper
changes through the
crisis”
The Italian Experience
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Let´s remember the emotional stages that people go through during confinement
15 ‒
Started in China, Travel the world and is a moving target
Pre-
Lockdown
Lockdown
Post
Lockdown
Disbelief I feel confusion and fear, as there is inaccurate information and lots of rumours
PreparationI start to change my plans, to stock up on provisions, getting to grips with particular
products being sold out or in short supply
AdjustmentAdjusting day by day to the new restrictions and measures as they are announced.
Working out new routines
Acclimatization
Settling into new routines and facing the daily challenges of boredom and forced contact
with family. Discovering positive aspects of the situation, such as exploring new activities
and interests
EnduringTension builds with time, with the restriction of movement and reduced social contact affecting
mood and relationships. All aggravated by the uncertainty of how long this will last
ReliefFeelings of relief when businesses start to reopen, signaling that the end is in sight.
Looking forward to getting back to life as it was
FearFeelings of relief when businesses start to reopen, signaling that the end is in sight.
But new concerns arise about work, finances and the economic consequences
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
16 ‒
In Italy we see signs that things are improving and that some restrictions will soon be loosened
43%
35%
32%
23%
16%
12%
11%
9%
6%
5%
1%
China
Germany
Italy
Spain
US
Brazil
India
Russia
United Kingdom
Mexico
Japan
Disbelief/
uncertaintyPreparation Adjustment
Acclimatization
& enduring Relief/
AnticipationTime unclear
Source: Ipsos Global Advisor online survey 9-12 April 2020 (n=2000 adults per country)
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
17 ‒
How everything started in Italy …
...but after a few days it became clear the
magnitude of the pandemic.
On Febraury 24th
schools and university
have been closed in
the North of Italy and
then in the rest of the
country.
Italy is the first country
in Europe applying limitations
since February 23rd
The first measures at the begininning of the crisis
generated local RED ZONES in the North
Milan, the economic Italian capital tried to go
on showing its dynamism...
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
• Changing values and rituals
• Supply and availability
• Operational challenges
• Altered context of price
• eCommerce tipping point! (the way consumers know it)
In this journey every aspect of shopping has changed in Italy
and across the world
NEW PRIORITIES &NEW BEHAVIORS
© Ipsos | COVID-19 RECALCULANDO19 ‒ © Ipsos | COVID-19 RECALCULANDO
What has
meant for the
shopper in Italy
© Ipsos | COVID-19 RECALCULANDO20 ‒ © Ipsos | COVID-19 RECALCULANDO
I will control what I can
Hoarding
all
favorites
It is not here… yet to
Stocking
up on
the basics
+60% Modern trade vs same day previous year
© Ipsos | COVID-19 RECALCULANDO
Sh
op
pin
g
21 ‒ © Ipsos | COVID-19 RECALCULANDO
The future will not be the past:
eComm &
safe delivery
experimentation
Delivery from
supermarkets
accommodating:
Cancelled orders / long
delivery times
Anxious?
Happy?
New world’s order
Develop new routines
Home office
Cancel traveling
Free| Livestreaming events
or Online museums
Unimaginable challenges disrupting omnichannel shopping
Reduction of
stocking up
Proxy starts
to grow
Non-functional
purchases
stopped
Shopping Centers
and no first need
retail closed
Still empty shelfs
for some items:
Alcohol,
disinfecting items
Fe
eli
ng
s /
beh
avio
rs
that
imp
act
the s
ho
pp
er
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
The future will not be the past: Unimaginable challenges disrupting omnichannel shopping
It causes the growth of proximity stores
And also discount
With the real lockdown in March it was (and still it is)
forbidden going out from our own village/city so choices are limited (especially in the rural areas).
In terms of channels in Italy we observed a huge increase of the demand for grocery e-commerce but retailers were not able to manage it due to long delivery times:
+82%
+46%
+22%
In in this stage Italians are united against the emergency, trusted sanitary authority guidance but people think there are too many violations
© Ipsos | COVID-19 RECALCULANDO
In terms of categories the biggest increase reflects the biggest needs:
- Flour to cook pasta, pizza and cakes homemade in order to pass time
- Gloves to protect ourselves especially when going to the supermarket
- Frozen pizza as substitute of “real” pizza, due to restaurants closures trying to not forget the special and convivial moment of the past
- Comfort food as Nutella
- Chamomile to manage anxiety and insomnia
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…In this stage people become more familiar with home isolation
and start new routine mainly thanks to digital:
+ 140X
Increase in download
Week OF 15 march VS. Pre-crisis
+ 423X
+ 55X
+ 30X
1.8x more likely to
use video to
communicate with
family/friends
2.5x more likely to use
fitness/wellbeing
apps/online videos
At the same time
make up products
registered -70%
© Ipsos | COVID-19 RECALCULANDO
Sh
op
pin
g
© Ipsos | COVID-19 RECALCULANDO
I can’t stand it anymore!
Impatient?
Bored?
Impose spending restriction
Checking viral statistics
Increased
price sensitivity
Managing down
from hoarding
Shopping habits
more stablish
Shopping list
accommodates to the
financial situation
Start to see
more empty
shelves
Lack of some
all time favorites
Fe
eli
ng
s /
beh
avio
rs
that
imp
act
the s
ho
pp
er
© Ipsos | COVID-19 RECALCULANDO© Ipsos | COVID-19 RECALCULANDO
In this context, with the incremental
economic measures taken by the
government during the lockdown and
uncertainty about the future we can see that
price is the first driver of choice for
consumers.
At the same time there is attention towards
“Made in Italy” to reassure about quality but
moreover to stay together and sustain the
economy 21%Environmental impact
58%
46%
38%
36%
Price
Quality
Made in Italy
Raw materials
5° April - data Ipsos CoronaVirus Survey - Italy
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
As soon as Italians will be able
to get out of their homes, they will be
willing to lose themselves
in restaurants, and ‘AperitifVeri’ (instead of
Virtual Apritif) with friends
5° April - data Ipsos CoronaVirus Survey - Italy
eat or drink outside
see loved ones
take a walk in the city centre.
take a walk in nature
go to the seaside, lake or river
go to the hairdresser/barber shop, beutician
go shopping
take a road/motorcycle trip
go back to work/school
see friends
39
36
26
26
25
15
13
13
13
33
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
We finally see the light at the end of the tunnel. Feelings of relief when businesses start to reopen, but new concerns arise about work, finances and the economic consequences.
It has been finally announced the calendar of the
gradual re-opening:
• Private manufacturer companies and public
building sector (May 4th)
• Shops, museums and private building sector
(May 18th)
• Bars, restaurants, hairdressers and beauty
centers (June 1st)
47%of Italian families declare
that they are
experiencing a decline in
their income (second highest percentage after
58% in Spain)
-8%For 2020, gross domestic
product (GDP)
is expected to contract by 8
percent, the largest drop in
recent Italian history
© Ipsos | COVID-19 RECALCULANDO© Ipsos | COVID-19 RECALCULANDO
What does it
mean for Italy
© Ipsos | COVID-19 RECALCULANDO
Not all digital services will see continuing demand once consumers are out of crisis.
‘Getting back to normal’ may be appealing for some targets (ie. older consumers), while others may be more open
to the changes as many of these accelerated offers have occurred in the digital space.
Grocery e-commerce will probably remain strong even post crisis
And if in the presence of a reduced purchasing power it is easy
to imagine a progressive and further growth of the discount.
38% of Italians have changed supermarkets due to containment measures,
with 13% claiming to have done so definitively.
Brands can have a supporting role in giving people a sense of control
Helping people constructively build new habits and routines : products that become
a part of consumer routines at this time can gain a strong user base that will
outlast the current situation. Brands stand to gain long-term perceived
value if they perform well in a memorably anxious time
Will the behaviours seen in crisis persist post crisis?
© Ipsos | COVID-19 RECALCULANDO31 ‒ © Ipsos | COVID-19 RECALCULANDO
EL COMPRADOR PERUANO EN LA NUEVANORMALIDAD
Rosario Mellado, Client OfficerIpsos PerúMayo, 2020
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Importancia de la compra frecuente y del canal tradicional
EL PUNTO DE PARTIDA: ¿CÓMO COMPRA EL PERUANO?
29%Compra alimentos
diariamente
Fuentes: Ipsos, El Nuevo Hábitat del Shopper Peruano, 2018. Ipsos, Perfil del Ama de Casa 2017.
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Fuentes: Ipsos, Shopper Canal Tradicional. Ipsos Global Trends 2018
33 ‒
PARA EL SHOPPER PERUANO, LA COMPRA ES ADEMÁS UNA EXPERIENCIA SOCIAL
78%
54%
56% Disfruta comprar, socializa
mientras compra
Toma en cuenta recomendaciones
del bodeguero / casero
Conoce a su bodeguero / casero
53% USA / 50% Latam
En el último año ha recomendado
alguna marca o producto62%
70% USA / 65% Latam
La confianza en la marca es lo más
importante al momento de comprar77%
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Existe una urgente necesidad de abastecerse, pero con menores ingresos familiares y puntos
de venta limitados. ¿Qué hacen los compradores peruanos en este nuevo contexto?
PERO LA CRISIS DEL COVID-19 GENERÓ CAMBIOS REPENTINOS EN ESTA RUTINA
Prueban nuevas
marcas, productos
y servicios
Consideran nuevos
atributos
Compran en
nuevos
canales
Recomiendan
nuevas opciones
Desarrollan nuevos
comportamientos
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
35 ‒
EL COMPRADOR SE ENFRENTÓ A CAMBIOS DISRUPTIVOS
Compras de pánico y
desabastecimiento iniciales
• Restricción de días y horas para circular
• Prohibición de circulación de vehículos
• Largas colas en puntos de venta
Principio de escasez
Efecto psicológico que hace que
deseemos intensamente aquel
producto que parece que se vaya a
agotar en breve
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
• Nuevo perfil de comprador: de compra de conveniencia a abastecimiento
• Colas en las veredas con distanciamiento social / Atención tras las rejas
• Exposición limitada a exhibición de productos: se afecta compra de impulso
• Delivery en el barrio: teléfono y Whatsapp
• Incorporación de pagos contactless
36 ‒
LOS COMPRADORES DE BODEGAS SE ADAPTARON AL NUEVO CONTEXTO
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
• Gran afluencia de público, en su mayoría compradores de frecuencia diaria
• Focos de contagio comprobados (hasta 40% de contagiados)
• Menos posibilidad de barreras / distancia entre vendedor y comprador
37 ‒
EN LOS MERCADOS FUE MAS DIFÍCIL ADAPTARSE A LAS RESTRICCIONES
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
38 ‒
EN EL CANAL MODERNO, ES MÁS FÁCIL CONTROLAR EL ORDEN,SEGURIDAD Y LIMPIEZA
• Colas más organizadas / Aforo controlado
• Protocolos de limpieza
• Acceso limitado sólo a clientes de zonas aledañas
• Dificultad para atender mayor demanda repentina del canal online
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
¿Y QUÉ PODEMOS ESPERAR EN EL CORTO PLAZO?
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
EL GRAN RETO DEL CANAL ONLINE: EL PUNTO DE PARTIDA
65%
36%
24%
10%
6%
19%Compradores online en Perú
urbano
37% USA / 36% Global
Piensan que comprar on-line es más difícil
que hacer la compra en una tienda (física)49%
A
B
C
D
E
25% Lima
88%Compra desde su smartphone
44%Combina compra virtual con tienda física
Principales barreras
Desconfianza, desconocimiento, bancarización
Fuentes: Ipsos, Comprador en Línea 2019, Ipsos Global Trends 2018
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
41 ‒
EL CANAL ONLINE TENDRÁ UN CRECIMIENTO IMPORTANTE
41
‒
46%
26%
17%
19%
Piensa aumentar sus compras online de alimentosy productos básicos después
de la cuarentena
21%
22%
17%
13%
15%
Piensa aumentará sus compras online de
productos no esencialesdespués de la cuarentena
15%
A
B
C
D
A
B
C
D
Fuente: Ipsos, El Peruano Post Cuarentena, 2020
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Incremento de oferta y demanda; nuevos compradores y
nuevos negocios.
Facilidad de uso de las apps, confianza
Comunicación, resolución de problemas, asesoría
Rapidez y eficiencia en entrega de productos
Iniciativas de las marcas a través de marketplaces propios o
compartidos y de minoristas a través de plataformas
colaborativas
42 ‒
OPORTUNIDADES EN EL CANAL ONLINE
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Fuente: Ipsos, El Peruano Post Cuarentena, 2020
43 ‒
LOS CENTROS COMERCIALES DEBEN GANAR LA CONFIANZA DE LOS COMPRADORES
43
‒
39%
44%
34%
35%
Piensa acudir menosa centros comerciales
después de la cuarentena
37%28%
40%
40%
A
B
C
D
18-24
25-40
41 a +
Mayor desconfianza en NSE AB y mayores 25
¿Qué piden para volver?
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
¡Generar confianza es el principal reto!
Mantener distancia social sin afectar la experiencia del
cliente
Mejorar la omicanalidad: complemento de tienda física y
virtual
La seguridad y conveniencia serán los atributos más
valorados
Dark kitchens / dark stores
La comunicación es más importante que nunca
44 ‒
OPORTUNIDADES PARA EL COMPRADOR DE CENTROS COMERCIALES Y CANAL MODERNO
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
EN RESUMEN, LAS NUEVAS NECESIDADES REQUIEREN NUEVAS PROPUESTAS!
VALIDAR ADAPTAR INNOVAR
Comprobar que el punto de
venta satisface las nuevas
necesidades de los
compradores
Adaptar el canal y su
mix de productos a lo
que ahora el
consumidor considera
prioritario.
Innovaciones para
satisfacer de una forma
diferente a los
compradores.
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
Fuente: Mercado Negro
46 ‒
INNOVAR PARA ADAPTARSE A LAS NUEVAS NECESIDADES: CANAL TRADICIONAL
Ingenio del minorista
Fuente: Twitter
Innovación de las marcas
© Ipsos | COVID-19 RECALCULANDO
COVID-19RECALCULANDO…
PRINCIPALES OPORTUNIDADES PARA LAS MARCAS Y RETAILERS
Migración a marcas y productos económicos:
Impacto en los ingresos. Priorización de productos de primera necesidad. Oportunidad para
nuevos formatos, empaques más pequeños, marcas económicas, marcas propias, envases
retornables o reutilizables. Retracción en bienes durables.
Innovación en el modelo de atención en el punto de venta:
Priorizar seguridad, higiene y salud, pero cuidando la experiencia de compra. Distancia
social, pagos sin contacto. Innovar en exhibición de productos.
Generar confianza en el comprador:
Información, comunicación constante, contenidos útiles, cercanía
© Ipsos | COVID-19 RECALCULANDO
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