The ‘New’ New Normal in Retail

We have faced several crises in the past both as a country and broadly as a humanity, but every time we have found a path forward and come out stronger as a society. COVID-19 is no different and while we will go through a shift in consumer behavior, some temporary and some long-lasting, eventually we will be back to normal or, as everyone is calling it, new normal. But first, we will have to go through the “new” new normal.

So what will the new retail experience look like in a post-COVID-19 world? As stores throughout our country begin to reopen, our return to a new normal will take place gradually. Initially, consumers will be extra cautious, avoiding shopping in-store when possible. When they do venture out, shoppers will likely maintain strict social distancing when in public, which will affect store capacities and may necessitate the need for reduced customer capacity anywhere in the range of 25 to 50 percent.

The best example of curbside pickup done right is Best Buy. The end-to-end experience is phenomenal, right from making a purchase on Best Buy mobile app to getting notified when order is ready to pick up and then to eventual curbside pickup at Best Buy is seamless.Convenience and safety will be the key to a successful customer experience in a post-pandemic world, and store associates will play a huge role in achieving this.

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