How COVID-19 is Changing Retail: Adapting to a New Normal

It’s an understatement to say 2020 has been an unexpected year. The ways people live, work and shop have changed substantially and these changes are likely to stick. Let’s explore how consumers are adapting and what we will continue to see in the future.

Consumers will continue to be cautious about going to public places such as restaurants, grocery stores, and shopping centers. However, their comfort level will increase slightly in the next 6 months. Be sure to continue offering curb side pickup and online ordering. These two services are something that will continue and be expected from retailers in the future.

We continue to see that consumers favor companies who act responsibly and treat their employees well. With the hardships families are facing right now, consumers don’t want to see retailers taking advantage of their employees or putting their employees at risk. Consumers also want to see companies being more sustainable and making a positive impact on the community.

As we continue adapting to a this new normal, here are some suggestions to keep in mind so you are meeting your customers’ needs and wants.

  • Focus on initiatives to increase consumer confidence such as requiring face coverings, allowing for social distancing, frequently disinfecting your store, limiting the number of people in your store at one time, and temperature screenings
  • Ensure safe return to work in stores or corporate offices and allow employees to work from home when possible
  • Train store employees to handle today’s customers to ensure customers are following new safety protocol and can de-escalate any form of tension
  • Utilize local data to ensure all employees are aware of current data on the virus to keep everyone informed and ready to adapt if needed

We know there is still a lot of uncertainly, but we are in this together. Share how your store is adapting and seeing customers adapting to our new normal.

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