You have to ask: how do I increase the engagement with those key consumers who are buying my product?
The second opportunity is convenience. We have seen the expansion of buy online, pick-up in store, curbside pickup and more adjacencies in the offering—everyone expects the Amazon model. Customers’ expectations are such that they need to have a real relationship with them, paired with the convenience that you offer.
Post COVID, we will see lasting changes in the delivery methods people are utilizing –touchless/contactless delivery, curbside pickup, etc. More importantly, the other thing that is going to change is that there is going to be a different dynamic in the relationship with the customer. Consumers are going to want to prevent situations where they don’t have 3 months of toilet paper stored in their home or where they can’t guarantee they have a pet food delivery coming every two weeks. Things have changed in the way they are shopping, especially around purchasing essentials and planning ahead. Brands have an opportunity to take advantage of that.