How consumers' shop continues to evolve after pandemic

Added on 31 August 2022

Tags

How consumers' shop continues to evolve after pandemic

The pandemic has reshaped how consumers shop. At first, it was merely out of necessity based on the unforeseen circumstances of quarantines and lockdowns. But as restrictions eased and time passed, these newly adopted shopping trends have transformed the behaviors of today's shoppers into the foreseeable future, and retailers must take notice.

The Emergence of the Hybrid Shopper

According to a 2022 Shopper Experience Index study, shoppers who started purchasing online in 2020 and 2021 are most likely to remain there. However, a new breed of shopper is emerging - one that relies on online product research to guide their purchasing decisions before traveling to brick-and-mortar stores. This new purchasing behavior is known as hybrid shopping.

Forbes.com states, "Even if shoppers make their purchase in-store, they will have researched that product online first - another habit seen during the pandemic that is here to stay."

Additionally, with widespread shortages and shipping delays throughout many global industries, hybrid shoppers were more willing to cross-shop other brands when the products they were initially looking for were not readily available.

Therefore, the emergence of the hybrid shopper has made it more challenging for organizations to remain relevant while differentiating themselves from their competitors in the market. As a result, more than ever, ensuring your digital presence is up to date and relevant is critical to your overall success.

Online Reviews

Online reviews are more vital than ever as shoppers become their own salespeople in an e-commerce environment. Reviews have become the most effective content required to influence how consumers shop highlighting quality, value, satisfaction, and even customer service. Reviews should feature a unique comment with specific examples based on the product or service received, not just a star rating. This helps assure consumers that the review is, in fact, authentic, as the posting of fake reviews has been on the rise.