Three Ways Retailers are Changing for Good

July 2, 20205min

When the pandemic began, we saw so many changes to ‘normal’ that ‘normal’ meant expecting change. Even running out of coffee became an entirely new experience.

Shopping – if the shop is open – has meant a 45-minute queue, and often we’ve been greeted with empty shelves. Online shopping has been a similar gamble, with websites crashing and home delivery booked up weeks in advance.

Soon enough we realised this wasn’t a sustainable approach. So, we adapted. We’ve joined new online retail sites and ordered in advance. For some, this was the first time they’d signed up to digital and mobile services because there were no other options.

Consumers changed, but many retailers did not. Those without an online presence found trading had stopped overnight and they had no other means to reach out to their customers when the doors were forced to shut. This has not been a temporary phenomenon. The retail industry was already changing, the virus is only accelerating it.

Over the next six months to a year, we will see dramatic shifts in consumer retail habits. As consumers loosen their pursestring and increase their spending again, retailers have a prime opportunity to forge the way and demonstrate innovation that will entice customers back.

Here are three ways retail will change forever:

1.Online shopping will continue to grow, doubling over the next 12-18 months, as people continue to focus on safety.

Those retailers without a strong presence online will not survive.

Retailers will invest strategically in online and omnichannel to build capacity and benefit from economies of scale. They will overhaul and adopt more efficient processes and facilitate real-time responses, enabling supply chains to build capacity and grow market share.

They will also want to find a way to make online profitable. Take grocery as an example, the average online order is about £80, but it costs the retailer £5 to pick the items and about £8 to deliver. Asking customers to pay for shipment will only turn them away, but offering free delivery service is not a sustainable model for the long term, certainly not for the small to medium size businesses that are already struggling to stay afloat.

2. Stores will rely on technologies to deal with social distancing.

Reducing shoppers’ anxiety and risk will go alongside brand affiliation, as customers seek the safest possible shopping experience.

Retailers will adopt automated technology and occupancy control systems to limit the number of people in store. To help manage product availability in-store and online, retailers will increase the use of the Internet of Things and real-time store monitoring to increase business visibility.

With more people now shopping online, consumers can expect more retailers to add immersive and mixed reality platforms such as virtual reality to voice assistants to aid shopping from home. As for delivery, we may start to see more drones and robots being used in warehouses and on the road, to reduce the need for person to person contact – protecting both workers and customers.

3. Planning for the next crisis will be a top priority.

Against a background of economic downturn, retailers will do everything it can to minimise the impact of future peaks – or indeed any other events.

One way to achieve this goal, is to have better connection between on-shelf demand signals and orders to limit shortages of some key grocery items. Retailers can also use ecosystems to help provide elasticity of resources to meet demands.

Like everything in life, there is a silver lining.

This pandemic could well galvanise the retail industry and create a burst of innovation like never before. Digital transformation was already underway, and we have a new opportunity to reinvent the retail experience. Those retailers willing to go one step further will uncover new services and process in a truly connected world.

Oliver Guy

Oliver Guy

Oliver Guy is Global Industry Director at Software AG.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


weight loss: las vegas weight loss center is egg good for weight loss 3 day weight loss supplement to lose weight fast does methotrexate cause weight loss weight loss with vinegar benefits of cycling for weight loss ultra garcinia isopure weight loss sex and weight loss late night snacks for weight loss aerobic exercise weight loss fluvoxamine weight loss weight loss definition weight loss doctors columbus ohio prescriptions that cause weight loss weight loss clinic el paso tx weight loss equipment slimming machine health benefits of weight loss ginger lemon honey tea weight loss boiled corn for weight loss 30 day weight loss program access medical weight loss slim tea for weight loss cambodian weight loss pills weight loss san antonio jillian michaels weight loss programs unexplained weight loss diabetes best weight loss app for apple watch weight loss equipment slimming machine breaking through a weight loss plateau bodybuilding weight loss supplement weight loss pills work ruby red grapefruit juice weight loss anxiety pills weight loss uti weight loss drugstore weight loss pills that work slimentia diet pills sst weight loss pills reviews ultimate trim weight loss pills zantex diet pills quick and natural weight loss slim fit diet pills suppliers elevate weight loss white diet pills with blue specks candace cameron weight loss mangodrin diet pills mct oil weight loss testimonials diet plans quick weight loss good weight loss programs strict weight loss diet plan weight loss extreme pills meal suppressants how long does weight loss take to show

male enhancement: wellbutrin sex drive dick hardener wifes sex penis enlargement near me enhance male orgasms beta blockers and erectile dysfunction food for sex drive for male does viagra expire natural male libido enhancer try guys uncensored sildenafil no prescription epic male enhancement pill male hard on pills viagra home delivery cost of sildenafil 20 mg penis pulse dick real whats good for sex penile exercise where to buy testofuel ways to masterbate males sexual enhancer taller bigger stronger girl uk online pharmacy what size penis do woman like how to do good sex natures viagra swag pill reviews penis extendor strengthen erection how much does a penis pump cost sildenafil contraindication male blue diamond erectile booster method yohimbe uses bloussant breast enhancement pills foods to help with ed andro400 ingredients effexor erectile dysfunction best ways to mastrabate diabetes sexual dysfunction sexual intimacy definition can a man have two peni master zone 1500 pills red penis after sex is it bad to chew pills soft penis picture free trial muscle building supplements walmart testosterone supplements how to get a big penius without pills testofuel vs prime male life enhancement products male enhancement what does it do foods that increase male libido

vape: best vape coil for flavor vape pens weed 100ml vape juice voopoo too custom cover vape shop near me open today vape juice stain vape box monthly diacetyl free vape vape escape newark de watermelon dank vapes bombies vape juice celebrities who vape diy box mod vape good guy vape eagle vapor pen states that have banned vaping taylor gang vapor pen are you supposed to inhale when you vape e cig city 8 longest lasting pod system lush vape juice swisher sweet e cigarette square e cigarette battery uwell valyrian black 510 t e cigarette smok tfv8 rebuildable e cigarette snoop dogg aspire odyssey mini kit review mark 10 e cigarette cartridges vaporizer store best e cigarette is safety kangertech subox mini review smallest electronic cigarette best ecig 18650 2015 electronic cigarettes blowing up in face uwell rafale ohm high what does vaping mean uwell corwn v3 coil review vaping throat cancer smallest vape tank vaping liquid zero nicotine vape shoo near me buy e juice online voopoo drag warranty best vape online rebuildable pod vape mxjo battery 18650 loaded vape juice best voopoo drag settings markten xl e vapor uwell crown 2 constant temp protect vapor tight voopoo drag gold finish issues vaporizer nicotine juice

cbd oil: innovet cbd oil cbd oil and rem sleep cbd candles cbd oil apex nc are you supposed to refrigerate cbd oil will you test positive with cbd oil adventure cbd do weed stems contain cbd 750mg cbd oil smart organic cbd oil cbd oil and narcolepsy sativa pic drug interactions with cbd is cbd oil legal for minors how to smoke cbd isolate northern lights cbd bcp oil la cbd find cbd near me koi cbd full spectrum hemp cbd store what does topical cbd oil do cbd engineering cbd oil ohio waayb cbd reviews cbd oil in china cbd prostatitis theraputic definition green acres cbd cbd oil fairbanks ak suzies cbd drops reviews is cbd sativa or indica define compound hei hotels promise organic reviews terpene enhanced cbd san vito air station is charlottes web cbd un medical term be true cbd using we uses for cbd oil put out define how long cbd in system 600 7 thc and cbd vape oil new balance 1122 replacement is cbd dangerous odorless cbd oil for vape cannabis cbd tincture wake up cbd oil cvs nesr me can cbd oil be given to a puppy cbd popcorn