{"id":27842,"date":"2020-04-17T15:05:02","date_gmt":"2020-04-17T22:05:02","guid":{"rendered":"https:\/\/paladinpointofsale.com\/retailscience\/?p=27842"},"modified":"2025-09-22T15:20:41","modified_gmt":"2025-09-22T22:20:41","slug":"post-coronavirus-adapting-to-the-new-retail-environment","status":"publish","type":"post","link":"https:\/\/paladinpointofsale.com\/retailscience\/home\/post-coronavirus-adapting-to-the-new-retail-environment\/","title":{"rendered":"Post-Coronavirus: Adapting to the New Retail Environment"},"content":{"rendered":"

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_fullwidth_post_title meta=”off” featured_placement=”background” text_color=”light” text_background=”on” text_bg_color=”rgba(0,0,0,0.41)” _builder_version=”4.16″ background_color=”rgba(255,255,255,0)” text_orientation=”center” custom_padding=”15%||10%” text_shadow_style=”preset2″ use_border_color=”off” global_colors_info=”{}”][\/et_pb_fullwidth_post_title][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Intro” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” global_colors_info=”{}”]<\/p>\n

Given the current state of\u00a0<\/span>society during the\u00a0<\/span>c<\/span>oronavirus<\/span>\u00a0outbreak, it\u2019s easy to imagine life hesitantly, or maybe never, returning to normal. The disease will most likely impose a \u201cnew normal\u201d when it comes to many aspects of life, especially the way we interact and do business. The restrictions placed on us by governments and ourselves to prevent contracting and spreading the disease have altered centuries of human socialization. Businesses looking to thrive during and after the<\/span>\u00a0outbreak<\/span>\u00a0<\/span>will need to adapt to a new retail environment.<\/span>\u00a0<\/span><\/p>\n

Retail experts predict that the new retail environment\u00a0<\/span>emerging<\/span>\u00a0from the coronavirus pandemic will be one that is much leaner with fewer stores \u2013 investment pundit Jim Cramer has suggested big box retail will have just<\/span>\u00a0<\/span>three\u00a0<\/span>retail stores<\/span><\/a>\u00a0<\/span>\u2013 and new shopping behaviors to which independent retailers will have to adapt.<\/span>\u00a0<\/span><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”Not All Gloom and Doom ” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” global_colors_info=”{}”]<\/p>\n

Not All Gloom and Doom\u00a0<\/h2>\n

The retail shutdown hasn\u2019t exactly been\u00a0<\/span>equitable. The calls for all \u201cnon-essential\u201d businesses to close have often left business owners to decide for themselves if their store is \u201cessential\u201d or not. It would seem all businesses are essential to those who own them and depend on them to pay their bills and buy their \u201cessential\u201d goods and services.<\/span>\u00a0<\/span><\/p>\n

Most governmental entities \u2013 federal, state<\/span>\u00a0and local \u2013 have used their own judgement to determine which are essential businesses, landing on basics like food, healthcare and pharmacies, and shelter \u2013 which has included everything from hardware and LBM retailers to essential construction companies. And while\u00a0the majority of\u00a0non-essential businesses have closed, by both the foresight of their owners or by governmental edict, many of those essential businesses have flourished.<\/span>\u00a0<\/span><\/p>\n

\u201cWhat we\u2019re seeing from our clients is that either they\u2019re doing well, holding their own, or are either struggling or closed as a non-essential business. Some of them<\/span>\u00a0tell<\/span>\u00a0us their businesses are booming,\u201d says Jeff Rogers,\u00a0<\/span>m<\/span>arketing<\/span>,\u00a0<\/span>s<\/span>ales and\u00a0<\/span>p<\/span>artnerships<\/span>\u00a0<\/span>d<\/span>irector<\/span>\u00a0for Paladin Data Corporation. Paladin provides software and hardware solutions for the hardware and LBM, pharmaceutical and general retail industries. \u201cTightwads Discount Building Supply\u00a0<\/span>(a hardware and LBM store in rural Prineville, Oregon)\u00a0<\/span>\u2013\u00a0<\/span>their business is up 70% with many people using the stay-at-home orders to do home repair projects.\u201d<\/span>\u00a0<\/span><\/p>\n

In a report from\u00a0<\/span>Hardware Retailing<\/span><\/i>, Eric\u00a0<\/span>Hassett<\/span>, who owns five\u00a0<\/span>Hassett<\/span>\u00a0Hardware stores in the San Francisco Bay Area, reflects similar success with his sales increasing 71% the week after California Gov. Gavin Newsom<\/span>\u00a0issued his shelter-in-place order.<\/span>\u00a0In April, Ace Hardware announced it was looking to hire 30,000 new associates. Tract<\/span>or Supply disclosed profits for the first quarter of 2020 were up 7.5% and that is was hiring 5,000 workers.<\/span>\u00a0<\/span><\/p>\n

Likewise, pharmacies are busier than usual. On the front line of any health emergency, large retail pharmacies are hiring when other industries are laying off. CVS announced recently it needed to immediately fill 50,000 full- and part-time positions. Walgreens is seeking 9,500 new workers. And Amazon, which has dipped its toe into pharmaceutical delivery, is looking for 100,000 workers in its fulfi<\/span>l<\/span>lment\u00a0<\/span>centers.<\/span>\u00a0<\/span><\/p>\n

Grocer<\/span>y stores and delivery businesses\u00a0<\/span>have prospered, too, during the\u00a0<\/span>health and economic crisis.\u00a0<\/span>According to Nielsen,\u00a0<\/span>groceries accounted for\u00a0<\/span>just 4% of\u00a0<\/span>online\u00a0<\/span>sales in the United States\u00a0<\/span>since\u00a0<\/span>20<\/span>19.\u00a0<\/span>\u00a0<\/span>Now, o<\/span>nline grocery purchases and delivery app downloads are surging.<\/span>\u00a0<\/span>Comparing average daily downloads in February to\u00a0<\/span>those from\u00a0<\/span>March 15, Instacart, Walmart Grocery and\u00a0<\/span>Shipt<\/span>\u00a0have seen\u00a0<\/span>increases\u00a0<\/span>of 218%, 160%, and 124% respectively.\u00a0<\/span>In a report from\u00a0<\/span>Forbes<\/span><\/i><\/a>,\u00a0<\/span>Rakuten<\/span>\u00a0Intelligence<\/span>\u00a0data shows<\/span>\u00a0online order volume from grocery\u00a0<\/span>stores<\/span>\u00a0rose 210.1% from March 12 through March 15, compared with the same period a year earlier.<\/span>\u00a0<\/span><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”How America Shops” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” global_colors_info=”{}”]<\/p>\n

How America\u00a0Shops\u00a0<\/span><\/h2>\n

The new re<\/span>tail environment\u00a0<\/span>that will emerge from the coronavirus outbreak\u00a0<\/span>is being formed as consumers work their way through the health and economic crisis.<\/span>\u00a0<\/span>B<\/span>usinesses\u00a0<\/span>that are prepared for the new retail environment\u00a0<\/span>will<\/span>\u00a0<\/span>survive and some will\u00a0<\/span>thrive.<\/span>\u00a0<\/span><\/p>\n

Many\u00a0<\/span>business<\/span>\u00a0experts believe that the behaviors learned during the\u00a0<\/span>pandemic and societal quarantines will remain<\/span>\u00a0<\/span>with people for at least the short term and with many consumers for the long term as well.<\/span>\u00a0<\/span><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”A Digital World ” _builder_version=”4.22.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” hover_enabled=”0″ use_border_color=”off” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

A Digital World<\/h2>\n

S<\/span>hoppers\u00a0<\/span>are expected to continue to lean toward e-commerce, a trend that started\u00a0<\/span>close to 20<\/span>\u00a0years ago but was hastened by the coronavirus outbreak.<\/span>\u00a0<\/span>Sale volume in e<\/span>-commerce marketplaces\u00a0<\/span>grew\u00a0<\/span>14<\/span>% f<\/span>rom March 23 to March 30, according to<\/span>\u00a0a report from\u00a0<\/span>Retail Dive<\/span><\/i><\/a>.<\/span>\u00a0<\/span><\/p>\n

Those digital sales reach far beyond a store\u2019s website, too. Making an online sale is the first step, but retail businesses\u00a0<\/span>need additional tools<\/span>, both d<\/span>igital and physical<\/span>,<\/span>\u00a0to fulfill those transactions.<\/span>\u00a0The use of programs such as BOPIS<\/span>\u00a0(Buy Online Purchas<\/span>e in Store)<\/span>\u00a0and<\/span>\u00a0delivery options were<\/span>\u00a0already trending b<\/span>efore the COVID-19 virus began sweeping the globe. Year-over-year growth of BOPIS was up 28% in February and 18% in January, according to\u00a0<\/span>Adobe Analytics<\/span>.<\/span>\u00a0<\/span><\/p>\n

These trends and numbers reinforce the need for retailers to have\u00a0<\/span>cohesive sales processes across all channels \u2013 online and physical.<\/span>\u00a0<\/span><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”In-Store Solutions ” _builder_version=”4.22.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” hover_enabled=”0″ use_border_color=”off” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

In-Store\u00a0Solutions<\/h2>\n

Those\u00a0<\/span>consumers\u00a0<\/span>who\u00a0<\/span>return to\u00a0<\/span>brick-and-mortar stores<\/span>\u00a0\u2013\u00a0<\/span>before<\/span>\u00a0the economic shutdown approximately 80% o<\/span>f\u00a0<\/span>total sales\u00a0<\/span>were<\/span>\u00a0done in physical stores \u2013 are\u00a0<\/span>going to<\/span>\u00a0seek out\u00a0<\/span>locations<\/span>\u00a0with low- or no-contact solutions such as contactless\u00a0<\/span>or mobile\u00a0<\/span>checkout and\u00a0<\/span>payments<\/span>, or programs such as buy online, pickup in-store (BOPIS).<\/span>\u00a0The research firm\u00a0<\/span>She<\/span>ke<\/span>l<\/span>\u00a0reports that more than\u00a0<\/span>70% of shoppers<\/span>\u00a0are\u00a0<\/span>already\u00a0<\/span>using touchless self-checkout options or shopping at frictionless markets,\u00a0<\/span>while only\u00a0<\/span>29% are shopping online.<\/span>\u00a0<\/span><\/p>\n

Awareness of these tech options is increasing, too. H<\/span>alf of consumers<\/span>\u00a0today\u00a0<\/span>are aware of touchless self-checkout options, where items are automatically scanned and recognized without needing to touch a pad or screen to enter their names.<\/span>\u00a0<\/span><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”Changing Behaviors” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Changing Behaviors\u00a0<\/span><\/h2>\n

No matter how long the coronavirus\u00a0<\/span>lasts, business experts say retailers will have to adapt to a new\u00a0<\/span>retai<\/span>l<\/span>\u00a0environment<\/span>.\u00a0<\/span>If we weren\u2019t\u00a0<\/span>germophobic<\/span>\u00a0enough<\/span>\u00a0before the virus<\/span>, t<\/span>he pandemic\u00a0<\/span>and resulting social distancing and isolation will have a lasting impact.<\/span>\u00a0<\/span><\/p>\n

Buffets<\/span>, s<\/span>alad bars<\/span>\u00a0and complimentary food samples so common<\/span>ly<\/span>\u00a0<\/span>offered before the virus\u00a0<\/span>are likely to be<\/span>come<\/span>\u00a0less popular.\u00a0<\/span>Shoppers will likely be\u00a0<\/span>hesitant to use touch screens or keypads<\/span>\u00a0on payment terminals<\/span>\u00a0in retail stores, restaurants and even libraries<\/span>.<\/span>\u00a0<\/span>Low-contact checkout and deliveries could become standard operating<\/span>\u00a0<\/span>procedure.\u00a0<\/span>Instructional classes and workshops may\u00a0<\/span>be\u00a0<\/span>slow to regain popularity. R<\/span>etailers will\u00a0<\/span>have\u00a0<\/span>to develop\u00a0<\/span>shopping experiences and operations that place their\u00a0<\/span>customer<\/span>s\u2019 demand for\u00a0<\/span>cleanliness at the forefront.<\/span>\u00a0<\/span><\/p>\n

S<\/span>ocial distancing or personal isolation has forced\u00a0<\/span>consumers to change their behaviors and learn new ones. With gyms among the nonessential businesses clos<\/span>ed by many local governments, people are now exercising at home or\u00a0<\/span>outdoors. Others are now cooking their own meals instead of eating out or relying on delivery services.<\/span>\u00a0And with\u00a0<\/span>public gatherings at sporting arenas, theaters<\/span>, concerts<\/span>\u00a0and\u00a0<\/span>other\u00a0<\/span>events closed,\u00a0<\/span>people<\/span>\u00a0are finding in-home avenues for<\/span>\u00a0<\/span>entertainment<\/span>.<\/span>\u00a0<\/span>Those behaviors potentially could last well beyond\u00a0<\/span>th<\/span>is outbreak<\/span>.<\/span>\u00a0<\/span><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”Retail Reset ” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Retail Reset<\/span>\u00a0<\/span><\/h2>\n

Whether your business is thriving, holding its own, or struggling to survive,\u00a0<\/span>on the back side of this health and economic crisis will be a new retail environment. To thrive in it, experts say your business needs to:<\/span>\u00a0<\/span><\/p>\n

    \n
  • Be prepared for the next one.<\/strong>\u00a0Your business should\u00a0<\/span>be operationally and technologically ready for a similar shutdown.\u00a0<\/span>Omnichannel sales processes<\/span>\u00a0– a strong online presence<\/span>, mobile capabilities for sales and management, and<\/span>\u00a0programs like BOPIS and local delivery<\/span>\u00a0–<\/span>\u00a0<\/span>can keep cash registers ringing even when the store\u2019s physical doors are closed.<\/span>\u00a0This can keep you and your employees working.<\/span>\u00a0<\/span><\/li>\n
  • Offer fresh and optimistic customer shopping experiences.<\/strong>\u00a0<\/span>When\u00a0<\/span>this pandemic ends<\/span>\u00a0people will be ready to\u00a0<\/span>get back to normal, whatever that may entail.\u00a0<\/span>As<\/span>\u00a0never before, consumers will be focused on\u00a0<\/span>clean<\/span>\u00a0and\u00a0<\/span>healthy\u00a0<\/span>retail environments<\/span>, products and services.<\/span>\u00a0<\/span>Stores that feature ample aisle space, clean and bright sales floors and speedy checkout will\u00a0<\/span>help shoppers overcome the trepidation of social distance shopping.<\/span>\u00a0<\/span><\/li>\n
  • \u00a0<\/span>Be ready for a delayed recovery.<\/strong>\u00a0This health and economic disaster won\u2019t end\u00a0<\/span>with the stroke of a politician\u2019s pen<\/span>.<\/span>\u00a0<\/span>Jason Goldberg, chief commerce\u00a0<\/span>st<\/span>rategy\u00a0<\/span>o<\/span>fficer at Publicis Communica<\/span>t<\/span>ions,\u00a0<\/span>and\u00a0<\/span>chairman<\/span>\u00a0of the board\u00a0<\/span>of shop.org \u2013\u00a0<\/span>the\u00a0<\/span>digital<\/span>\u00a0<\/span>retail arm of\u00a0<\/span>the\u00a0<\/span>N<\/span>ational\u00a0<\/span>R<\/span>etail\u00a0<\/span>F<\/span>ederation<\/span>\u00a0\u2013 w<\/span>r<\/span>ote\u00a0<\/span>in\u00a0<\/span>Forbes\u00a0<\/span>that the country\u00a0<\/span>will likely \u201c<\/span>emerge from the pandemic in a recession.\u201d<\/span>\u00a0<\/span><\/li>\n
  • Communication now is key<\/strong>.<\/strong> Stay in touch with employees, even those who have been furloughed or laid off, because you\u2019ll have positions to fill. Maintain relationships with vendors and contractors. In some cases, businesses might have had to develop new relationships with local vendors to keep products on their shelves during the crisis. And stay in touch with customers. This can be done through emails to loyalty program members or social media messaging.<\/span>\u00a0<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

    As the popular slogan says, \u201cWe\u2019re all in this together.\u201d With\u00a0<\/span>some\u00a0<\/span>adjustment,\u00a0<\/span>effort an<\/span>d planning, we can survive this\u00a0<\/span>challenge and thrive in the new retail environment.<\/span>\u00a0<\/span><\/p>\n

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    With some adjustment, effort and planning, we can survive the health and economic challenges and thrive in the new retail environment.<\/p>\n","protected":false},"author":13,"featured_media":27908,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[3,16,4,18],"tags":[190,189,93],"class_list":["post-27842","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all-posts","category-how-tos","category-industry-news","category-retail-hacks","tag-ace-hardware","tag-hardware-retailing","tag-paladin-data-corporation","et-has-post-format-content","et_post_format-et-post-format-standard"],"yoast_head":"\nPost-Coronavirus: Adapting to the New Retail Environment - Retail Science<\/title>\n<meta name=\"description\" content=\"With some adjustment, effort and planning, we can survive the health and economic challenges and thrive in the new retail environment.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/paladinpointofsale.com\/retailscience\/home\/post-coronavirus-adapting-to-the-new-retail-environment\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Post-Coronavirus: Adapting to the New Retail Environment - 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