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The Great Recession programmed lasting value-consciousness into the minds of consumers. How might COVID-19 rewire us again?

The fourth annual dunnhumby Retailer Preference Index for U.S. Grocery (RPI) sheds light on what makes a retail winner, and how the pandemic has impacted consumer shopping behaviors. Known as retail's equivalent of the Gartner Magic Quadrant, the RPI surveyed about 10,000 consumers to understand what's driving customer preference and rank the top 57 grocery retailers in the United States.

Join dunnhumby CEO Guillaume Bacuvier as he dives into the latest study, revealing the levers for success, and which retailers are winning the hearts, and wallets, of shoppers today.

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As we reach the final months of 2020, it's impossible not to reflect on what an unprecedented year it's been. As we continue to navigate the pandemic, so many facets of business have been dramatically impacted. Industries such as travel, hospitality, and restaurants have experienced dramatic declines and halting recoveries, while on the opposite end of the spectrum, home improvement, real estate, and digital businesses have boomed as the population seeks safety, having shifted office work and recreation to their homes.

The retail sector has experienced both of these extremes, with some seeing strong sales while others have been forced into bankruptcy and liquidation.

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With the balance of power shifting from business to consumer, it's no surprise that improving the Customer experience is something high on the agenda of many brands and retailers right now. This month for our 3 minute interview, we talked to Emily Turner, Customer Engagement Director for dunnhumby in North America, to hear her views on what retailers and brands must prioritise to deliver truly high-value Customer experiences…

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The "new normal" isn't really normal at all. Life amid COVID-19 has forced U.S. consumers to adopt new behaviors, dramatically impacting how they shop, work and go about their daily lives. Trips to the grocery store are now once weekly trips to buy essentials and stock the pantry for home cooking. And, vulnerable consumers now rely on online ordering and delivery services they were once reluctant to try.

On average, it takes 66 days for new behaviors to become automatic. The majority of U.S. consumers will cross that milestone under pandemic restrictions very soon. Retailers should prepare now to successfully serve their customers after the "COVID curve."

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