Will Boomers and Gen X keep shopping online post-pandemic?
I don’t think we will see a return to pre-COVID-19 shopping habits. People are very concerned with staying healthy and don’t want to risk infection needlessly. We need to do a better job as retailers to improve the customer journey for delivery, BOPIS and BOPAC. We can’t be satisfied with the broken Instacart model and the gouging currently going on with the food delivery vendors eating all the profit from restaurant sales. We have a scorpion and frog parable going on in the space where the delivery companies are killing their partner by overcharging. Few of these businesses can sustain 30 percent delivery fees when their in-restaurant capacity is at 50 percent.