Rewind the clock back to March and most of us can relate to the frustration of long lines at supermarkets, stockpiling shoppers, and trying to win an online grocery shopping delivery slot. Altogether, it was a stressful experience that we want to forget.
For grocers, it triggered a monumental shift. COVID-19 forced them to make dramatic shifts in the way they do business. In a matter of weeks, they had to pivot and embrace digital channels they may have ignored in the past.
With the return of lockdowns, the lines are back. But grocers are prepared.
Online grocery shopping is here to stay
The reality is that online grocery shopping is here to stay and grocers have had to adapt. What accounted for small portion of grocery sales in the US last year went off the charts in March, jumping 233%. Suddenly, consumers who would never have gone online to buy groceries in the past were taking the plunge.
As they look to transform into omnichannel retailers, grocery brands are rethinking their commerce strategies and the way they build customer relationships. At the same time, they’re dealing with challenges that inhibit them from delivering the experiences customers demand, namely easy access to customer data.
Catch our interview with David Gruehn, Global Grocery Industry Principal at SAP Customer Experience, as we dive into the revolution the grocery space has endured, and how brands can adapt quickly.
