As we move into a new phase of the coronavirus crisis, it’s clear that delivery, click and collect/BOPIS and curbside pickup are here to stay. These options were slowly picking up speed already, but recent events have given them an unexpected boost. First-time users who wanted to avoid in-store shopping are finding these options convenient and are likely to keep using them.
Retailers need to get creative to give these customers the experiences and levels of service they expect. As people return to work, requests for evening and weekend pickup and delivery are going to increase. How can retailers meet customer demand as it moves from in-store shopping to these relatively new channels?