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The Post-COVID Consumer: The Future of Brick and Mortar Stores
1
In March of 2020, COVID-19 swung the pendulum
so hard from brick and mortar to digital that many
businesses never came back. In many retail segments,
in-person shopping ground to a halt while online sales
went through the roof. Consumers rapidly adopted
new shopping habits and abandoned behaviors they
used to rely on.
As public health guidelines adjust, restrictions end and
fear of the virus wanes, the pendulum will swing back. But
consumer behavior will never be the same. The pandemic
has retrained people to think differently about how they
find and buy the things they need. Some of the shopping
behaviors that COVID-19 normalized will last.
This creates some big challenges for brick and mortar
retailers. As things "return to normal" do you need to
completely reimagine the way you do business? Do you need
to go "all-in" on every digital service COVID-19 normalized in
order to stay competitive?
Probably not.
Introduction