During the COVID-19 pandemic, e-commerce was king, and retailers poured a lot of work into creating, upgrading, and marketing their online shops. Any independent retailers that did not have internet stores prior to the closure devised temporary ways to market their goods online, such as sharing products on social media platforms and providing order pick-up or delivery.
How COVID Changed Online Shopping and Brand Trust?
Others also launched social media promotion programmes and offered discounts for their online platforms.
In the second quarter of 2020, a major German internet portal added a vast number of additional partners, significantly increasing its customer base.
The company has invested in new technical tools to boost platform efficiency and allow partners to effectively handle their business on the platform due to increased demand. This is just an example it is critical to examine customers’ online shopping motivations during this pandemic to ensure that these measures are successful.
In this article we are going study how covid changed online shopping and brand trust.
The factors involved in changing shopping methods.
According to a recent EY survey, four out of ten shoppers believe Covid-19 would radically change the way they buy, implying that stores and others can now think ahead and prepare to fulfill the demands of tomorrow’s customers.
In the first edition of the EY Future Consumer Index, almost 1,400 adults were polled as part of a larger sample. It divides customers into four categories.
More than a quarter (26%) of UK shoppers are in the ‘cut deep’ category, meaning they are investing fewer in all categories as a result of the pandemic affecting their jobs. Many that follow the ‘stay cool, move on’ strategy invest as normal.
Those in the ‘save and stockpile’ community (38%) are negative about the future, whereas those in the ‘hibernate and invest’ group (ten percent) are investing more through groups.
According to 42% of respondents, Covid-19 would radically change the way they shop, with 26% saying they will spend more for local products, 25% for reputable labels, and 24% for ethical products.
More than half claim they will spend more on businesses that help the city, while the rest say they will purchase from businesses that are taking steps to combat the epidemic.
Consumers are all about survival essentials.
Food is the most important product category on shopping lists, particularly non-perishable items like canned goods.
Consumers plan to cook more often as they spend more time indoors. Consumers are now purchasing more hand sanitizers, medical care things like thermometers, and lifestyle goods like vitamins, CBD, and superfoods, indicating that health and wellbeing goods are top-of-mind.
Consumers are now purchasing more toilet paper and cleaning products. Water, camping clothes, frozen meals, alcohol, and liquor are all on respondents’ shopping lists.
Explore key trends shaping customer experience in retail and best practices.
There are three basic capabilities to satisfy customer demands about confidence during COVID-19 and beyond in order to respond to this new standard in retail.
- Mass notifications
Consumers favour stable, one-to-one contact or community networks, with just 12% opting to receive messages from an organisation via its mobile app.
You will need a shortcode to securely provide timely, real-time alerts and time-sensitive notifications to a large number of users at once. Shortcodes can deliver 100 SMS and MMS per second, making them ideal for marketing messaging, alerts, and large amounts of one-to-one transactional notifications.
- Contactless delivery
In any industry, contactless distribution takes various forms, such as Buy Online Pickup in Store (BOPIS) for stores with both a physical location and an online store or depending on couriers or delivery systems to deliver goods to consumers’ doorsteps.
Just 7.7% of the 208 store-based stores in the Top 1000 had the option to shop online and pick up in store (BOPIS) at the end of 2019.
According to the NRF’s Spring 2020 Consumer View poll, over 90% of those who have tried BOPIS since COVID-19 lockdowns went into practice said curbside was easy.
- A self-service system
Self-service refers to communicating with a company without having to speak with a human. Interactive voice response (IVR), online and smartphone chatbots, messaging networks, and automatic responses are all options for self-service.
By 2022, according to Gartner, 85 percent of customer service transactions would begin with self-service.
Answering often asked questions, collecting leads, forwarding customer care requests, and scheduling are all examples of self-service use cases.
What do brands need to do?
It is more important than ever to engage with your consumers on a human level. Be sensitive to their worries and needs and have meaning in ways other than your goods. Currently, keep the following three tactics in mind:
- Invest in the appropriate ads.
It is critical, particularly now, to concentrate on producing content that is of genuine value to customers.
It’s more critical than ever to deepen your connection with your audience, from engaging videos to insightful blog posts to open channels of contact that make your brand and team more available, such as Slack channels, Instagram Live, and SMS marketing.
- Enhance the visitors’ on-site experience.
Your website is the main outlet for your brand now more than ever. In these days, harness the power of user-generated content and customer input to create trust; providing a constant stream of fresh and genuine reviews would be particularly important to customers.
Encourage your consumers to share their visual content during this period to create a feeling of community around your company. Encourage consumers to leave fresh feedback demonstrating how they use your product at home, and then showcase their work in a special widget or gallery on your blog.
With more consumers shopping online and paying more attention to marketing messages, your brand should look to create personalized on-site experiences that keep shoppers coming back.
- Amplify your brand community.
Consider your brand from the viewpoint of your clients at this moment because, as humans, we’re all living through this once-in-a-lifetime global experience.
People are interested in food right now, and they intend to cook more if it tastes authentic. Maybe your team will share favourite recipes or cooking videos.
It’s our relationships with the people around us, both close and far, that keep us grounded in times like these. Your culture is the glue that holds the company together, and it’s critical that you have consumer service in mind not only now, but all the time.