New Normal : Behavioural Change , New Commercial and Hospitality Experiences

We are currently living in a moment of uncertainty, especially in Indonesia.

With the so-called “The New Normal” that will last for no one know how long, it is very important to do some pivot here and there in order to re-attract the customers.

One of the most important factor to understand is how consumer behavior has changed towards the new normal. While many are struggle to keep their feet in their house, consumers also at the same time minimize the time spent in the crowds.

Just because Food & Drink deliveries, as well as home-service, has become consumer preference, it does not mean in-house retail and dine-in is dead. It could mean that people are more selective and careful about where and what they are doing.

What kind of experience that in-store gives to customers to feel the safe, comfortable, and unique experience at the same time is one of the questions that should be put in mind towards the commercial space.

Instead of feeling “I need this” which simply can be replaced by online services, perhaps it is time to make consumer walk-in with “I want to experience this.”

PICK UP / TO GO

Starbucks who is very strongly attached with working cafe environment, has shift its direction towards more pickup only, while still bringing a unique experience to its consumer at the same time.

APPS INTEGRATED RETAIL

Less contact means less trying those fashion items. This could mean the rise of the technology for the in-store experience where you can buy things quickly without the need for the queue or waiting for those deliveries to come.

PERSONAL SPACE / SAFETY MEASURE

F&B has to be prepared with hygiene and all the safety measures such as safe 1.5 m distance, temperate check, and also staff health in-check to bring customers at ease. Fewer crowds equal More comfort.