How brands need to adapt to new customers habits after COVID-19.

We are facing fundamental shifts in customers behaviour. Something that in regular time would take years, now changing business and consumers within weeks:

I. Higher demand for delivery and takeaway

II. Contactless

III. Social distancing

IV. Stricter food hygiene and safety standards

V. Going local

Recently we had a workshop with the team to answer on the question - what does it mean for Dodo in UK? Still more questions, then answers. And here they are: 

I. Higher demand for delivery and takeaway

1. How can we extend the range of goods for delivery? Historically our menu was split into Restaurant & Delivery. With Restaurant side holding more items than delivery. Our Russian team has swiftly moved hot drinks, smaller portions and even retail products into delivery. This is the way people want things now. They want “restaurant experience” at their homes. And they want “one-stop-shop” for all the goods.
2. According to the research - 43% of the customers in UK saying that they’ll use curbside pickup as a new way of “delivery to the car” after COVID-19. The question here -to adjust site/app and staff to have that option.

II. Contactless 

1. Contactless delivery is already a new norm. And it'll remain after COVID-19.
2. People don’t want to touch other people. Don’t want to touch things, which has been touched by other people. Things like cash, or door handles or even packaging, which has been touched by others. 
3. Contactless payment. Through terminals or even your own app. 
4. And when touching is inevitable - give customer disposable gloves. Like the one you use when grabbing bakeries.

III. Social distancing

1. Distancing helps. The question - how restaurants can help keeping the distance? Helping customers navigate in the shop. Or keeping the distance with personnel. Our Chinese restaurants don’t have cashiers. All orders are done and paid through the App. Some shops and restaurants are putting protective glass between cashiers and customers. To protect both sides. 
2. What about the tables? Will restaurants slide them away from each other to keep 2m distance? Or just put a marks on distancing inside the stores? Or both? 

IV. Stricter food hygiene and safety standards

1. Hand sanitisers for customers is also a new norm now. 
2. Customers want to see masks on the staff. We at Dodo Pizza never used gloves in preparing pizza. And now we need to educate consumers, why gloves are not helping and thorough hand washing is more hygienic and safe for food preparation. 
3. Customers want to see and know how their food is prepared. We at Dodo Pizza always broadcast the food preparation live online. To reassure customers that we follow the highest food hygiene and safety standards.

V. Going local. 

People are now more willing to support local brands. Local producers. But local doesn’t meat worse. It should be better than imported products. Fresher, faster, more affordable. And brands in their turn will support local communities. Paying it forward to local hospitals, schools and unions. Local bonding will matter more.