Retailers had to quickly reinvent their off-premise services in response to COVID-19. Particularly during March and April 2020, consumers needed fast and efficient delivery and pick-up services—and that was new to many retailers. While many quickly put alternative fulfillment options in place, thinking these new services would just be temporary, consumers are indicating otherwise, so business owners should prepare for this increased demand to continue.
According to PYMNTS.com, “56 percent of consumers tried out at least one new retailer since the start of the pandemic” and they’re making those choices partially based on the convenience and speed of delivery. On top of that, 31 percent say they’re willing to pay $5 to get same-day deliveries—and 22 percent said they’re willing to pay to get curbside pickup.
As reported by Nation’s Restaurant News, many restaurant owners and operators understood that they needed to make permanent big changes months ago—like Taco Bell’s CEO Mark King, who quickly recognized that consumers were learning to take control of their ordering experience. He also realized that their desire for contactless, easy, efficient ordering will continue after the pandemic.
“This crisis is really accelerating the future,” King said. “We will move much faster now. And we will be able to move faster because that is what the consumer is demanding.”
This makes analyzing loyalty data really important. Data analytics are key to understanding what customers are demanding, how services are meeting or falling below expectations and where you have areas to improve—such as targeting a certain demographic or zeroing in on the places where sales get aborted in an effort to reduce friction.