Progressive Grocer - April 2020

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At a time when the Covid-19 scourge continues its rampage
unabated, consumers have certain expectations from the
food industry: Access to an abundance of safe, affordable,
healthy food, neatly merchandised in clean stores, is an
expectation we all have, much like running water, electricity
and reliable internet. So when something happens to upset
the rhythm of our lives, we want a quick return to the normal
and the way things were.
But deÀ ning normal is extremely challenging because
COVID-19 is still upon us, among us. Shopper expectations
are still being reset in potentially dramatic ways. For
example, COVID-19 brought a new era of SKU rationalization
and reduced hours? And what role will prepared foods and
self-serve departments play in food retailing’s future?
At this point, we just don’t know what’s on the other
side of the COVID-19 nightmare. But there are a couple of
things we can be certain about, though: There will be no
return to normal for retailers. Retail is in a constant state of
change and advancement and readjustment to customers’
expectations. Sometimes those expectations are set by a
forward-looking competitor that sees what others don’t and
gets there À rst to serve customers in new ways. Other times,
as in the current situation, an external force resets shopper
expectations.