Shoppers Don't Want 'Human Contact'. Where Does That Leave Stores? | Entrepreneur

"For so long, retailers have been told that what sets brick-and-mortar apart is the "human element." But a landmark new survey shows exactly the opposite: roughly half of younger consumers prefer a shopping experience that lets them avoid other people. Convenience and efficiency loom large here: more than three-quarters of Gen Z and millennial shoppers regularly choose online purchases and curbside or in-store pickup."

"No surprises here: Covid was the accelerant, creating a wealth of possibilities for buying stuff with minimal human contact. On top of already abundant e-commerce options, we suddenly had new curbside pickup and delivery choices. Throw in new norms for remote working, and that meant never having to chit-chat with anyone IRL.Of course, the whole IRL thing was already on its way out, anyway."

Younger consumers increasingly prefer shopping with minimal human contact, driven by convenience and efficiency. Covid accelerated contactless buying through e-commerce, curbside pickup, and delivery. Remote work and pervasive online habits have made digital interaction the dominant mode for many, especially teens and Gen Z. Despite preferences to avoid in-person contact, about 80% of transactions still occur in stores, so physical retail remains central. The role of stores is evolving from emphasizing human sales interactions to delivering efficient, purpose-built experiences that meet modern shoppers’ expectations for speed, convenience, and flexible pickup options.

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