Say cheers!

As states around the country begin to ease restrictions, residents start to emerge into public places, and restaurants open, albeit to new rules, the future of the food and beverage industry is coming into focus. While there a lot of unknowns, one thing is certain: it is going to come out of this a changed industry. Until now, restaurants have battened down their hatches and weathered the storm with combinations of furloughing, take-out programs, and as much delivery as they can support. Many states temporarily lifted bans on alcohol being served in to-go formats, giving bars a much-needed revenue stream.

As restaurants begin to open, in most cases to 25% capacity or outdoor seating with social distance rules in effect, the biggest question is how consumers will change their behaviors post-pandemic. Consumers will not only need more reason to go out, but will expect more safety from their local favorites as well. The love that the food and beverage community can expect from the customer is going to be entirely conditional.

Additionally, with health and safety top of mind, rules put in place for restaurants, and the explosion of virtual happy hours during coronavirus restrictions, consumers are now creating elevated drinking and dining experiences from their home while taking advantage of new take-out programs from restaurants. As a result, consumers are expanding their stock, thanks to modern barware and curated cocktail kits that simplify ‘mixology’ – bridging the gap between the industry and consumers.

You might say we’re witnessing the creation of Generation D – delivery. Delivery, take out, ghost kitchens and outdoor dining. Particularly since Millennials and Gen Z adults tapped takeout or delivery for dinner at higher rates than older generations.

This means having a flexible business strategy and efficient e-commerce fulfillment to meet industry and in-home consumer needs. One of the biggest keys to having the flexibility to operate in the food and beverage industry in this new normal, is partnering with companies and leveraging their expertise and people so businesses can focus on what they do best.

As the food and beverage industry ramps up, there will be no “right” way to do things. And, everyone in the industry will have to leverage the strengths of each other to meet new customer behaviors and demands. This means being nimble to change strategies whether it is going from dine-in to take-out or adding e-commerce capabilities to reach consumers.

Retail therapy

With every threat comes an opportunity, and today that opportunity is for retailers to jump in and take advantage of the estimated $2.5 trillion in global sales ($500-600 billion in USA) that is up for grabs. This opportunity was created by the closing of various channels during the pandemic and the permanent shift in channels that has now occurred.

It is essential that a retailer have a healthy combination of online sales and in-store sales, in addition to other channels, to retain customers and grow sales, especially since many consumers were introduced to e-commerce for the first time during the pandemic. Retailers need to identify which customers they want to serve what products, in which stores and online. Then they need to engage customers with social media and other incentive programs to lure them in.

Stores need to have a contactless delivery and pickup system and offer a frictionless experience to consumers. Stores within stores to make for a better customer experience; private label to offer premium, nutritious and low-cost products; technology to provide cashier-less stores; suggested purchases; tracking orders and the like are all the necessary ingredients to make it in these times.

Crystal gazing

Curbside pickup won’t go away, and technology will play a much bigger role in supermarket strategy. Direct-to-consumer, including online sales, which grew tremendously during the pandemic, will continue to expand. An awareness of health will feed more healthy and nutritious food sales. Plant- and cell-based foods have been attracting capital and consumers at a dizzying pace. Environmentally-friendly packaging, organic foods and private label all will continue to grow in this new scenario.

TMP’s role

Here at TMP, we cater to all the consumer affair requirements of the client using omnichannel services. We answer and document all questions and contacts in a timely, effective, accurate, and professional manner. We interact with consumers on a daily basis, providing information on products, while also addressing any concerns.

We help food and beverage companies serve as the consumer’s advocate, capturing the customer’s voice on how products and services are truly performing in the marketplace. We focus on customer experience using our client’s technology and analytics and make sure that any serious problems or potential issues relative to quality, brand infringement or company image are speedily addressed. This results in happy customers, and ultimately, even happier clients.