The Rapid Evolution
A new era of on-demand shopping is here
The e-commerce market has changed retail beyond recognition, enabling wider choice, faster delivery, and more personalisation. These developments have transformed the customer experience, moving the dial towards new shopping habits and norms. In this on-demand world, consumers expect to get the things they need right here, right now.
Partnering with Just Eat Takeaway.com, we asked 4,000 consumers about their attitudes towards on-demand grocery delivery. Unsurprisingly, shoppers welcome the rapid evolution of delivery services. But, on top of that, they are acutely aware of the benefits for their lives, and want them now. As instancy becomes the new normal, organisations need to move faster than ever.
of consumers have experienced pain points while shopping for groceries in-store
of consumers now prioritise high speed and excellent service in on-demand delivery
Where do the opportunities lie for consumer-facing organisations?
It’s time for organisations across the consumer-facing landscape to ask themselves how they will play in this fast-moving space, and manage mounting customer expectations. It takes digital acumen, adaptability, and careful strategic planning. But, above that, and as highlighted in our Brand Impact Index, it takes customer closeness – both physical and emotional.
So, what can retailers do now?
1. Reimagine the retail experience
A significant 60 percent of respondents say they will buy more groceries now that on-demand delivery is an option. Make life easier for consumers through a range of options, opening up whole new growth opportunities.
2. Get ready for the rapid evolution
Consumers expect easy access to what they want, when they want it. Take proactive steps to meet the evolving needs of customers and thrive in an on-demand world.
3. Integrate sustainability and inclusivity into on-demand strategies
Shoppers see a clear link between on-demand delivery and wider environmental and societal benefits. Build sustainability and inclusivity into on-demand strategies.
How we can help
Getting on-demand right means putting humans at the centre. At PA, we’ve laid the foundations for the on-demand future, from developing the first self-serve pregnancy test in 1976 to bringing the outside in through a range of virtual and mixed reality applications for health, retail, operations, entertainment, and more. We’re helping major high street brands to get closer to customers and meet their needs, at pace.
Our research with Just Eat Takeaway.com uncovers three focus areas for organisations when creating a robust, resilient on-demand delivery model:
- Range. Consumers want a seamless, one-stop-shop experience, with all retailers from large brands to local stores under one digital roof. Our digital and data experts can help your organisation to reimagine the end-to-end experience, and bring it to life.
- Brand love and loyalty. Customers know what they like. We’ll ensure that you maximise the impact of love and loyalty by focusing on what works, creating category ‘stickiness’.
- Operational excellence. Drawing on our deep industry experience, we’ll work with you to create the robust infrastructure required to deliver in line with expectations – encompassing fleets, stock, and smooth supply chains.
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