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Vendor-Client Relationships

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During the current pandemic, some of the world’s biggest brands started online stores. But will the popularity of this purchasing model last as shops start to reopen?

Big brands go direct to the consumer in a crisis
  • Spurred by the coronavirus pandemic, some of the worlds biggest brands are opening online stores serving products direct to customers’ homes
  • PepsiCo, Nestlé and Heinz all launched direct-to-consumer (D2C) offerings in lockdown, appealing to those who couldn’t leave their home, but were dead set on their favorite ketchup or kombucha brand.
  • Newly hatched D2C brands are now creating their own databases, analyzing behavioral and sales data to maximize marketing and profits. They are A/B testing – comparative user-experience research – new offers online and using their websites as labs for product research and development.
  • What the pandemic has taught many companies is D2C e-commerce isn’t just for smarter speciality startups that don’t want legacy retail and big overheads; it’s for all brands looking to drive preference, loyalty and repeat sales through a directly owned relationship.
  • “We believe there will be a ‘lockdown loyalty effect’. Consumers will remember the brands and retailers that got them through the darkest lockdown days,” Hugh Fletcher, global head of innovation at Wunderman Thompson Commerce concludes.
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Powerful service partnerships are beginning to emerge that are able to better respond to changes in customer needs, desires and expectations.

Share:The Value Impact of Service Partnerships

We talk with Joe Natoli, enterprise UX consultant and author of the new book, Think First.

Share:In Conversation with Joe Natoli

Charting your progress in the design process with the help of a simple checklist can keep you team focused and productive.

Share:Simplify Your Projects by Using a UX Checklist

Setting aside time and space to workshop and brainstorm with colleagues and clients is crucial to the experience design strategy of DfE award-winners SAP.

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Creating a culture that inspires your team leads to equally inspired clients—just ask Slice of Lime.

Share:In UX, Creating the Right Culture is Always à la Mode

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