Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic.
As cliché as it may sound, for an understanding of the future, we must always look into the past. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations.
So let’s rewind for a second to see what happened during the last 6 months. Sit down, I’m going to replay bits of this movie for you:
The new coronavirus hits, most countries go into lockdown. Due to “stay at home” directives people start stockpiling on household essentials, average grocery shopping spendings increase by 50%. By this time, one of the retailers’ biggest problems is, ironically, empty shelves and high demand for sanitizing items. Consumers are panicked and they need reassurance of safety measures