A global crisis, COVID-19 has progressed and impacted lives and businesses. Governments and organisations have taken immediate actions to protect their people this biggest worldwide event, and the challenge of our lifetimes has considerably affected consumer behaviour.
What consumers are looking for and how they expect the service to be, has changed from pre-COVID days. The massive shift to ecommerce has been observed in many countries. During and post-COVID, consumers are looking for convenient ecommerce experiences that they can enjoy.
According to a report by Accenture, these are the five significant human implications expected from people’s behaviour after COVID-19.
Brands need to focus on confidence and reassurance
- Brands need to find new opportunities that fit with the new normal. They have to explore and work on ways to expand their products, services, and experiences.
- They will have to examine the cost of confidence for their products and services as customers will be sensitive to trust them.
- The definition of regular and premium service will change, and they need to know where they stand.
Consumers’ need for virtual and real connections
- Work on a strategy that defines what experience you can add in consumers’ lives when they are back to their normal lives.
- Redefine commerce and brand experiences and virtual communications that can effectively use social and other web platforms for engagement and delivery.
- Understand how augmented, or virtual reality can enhance consumer experience and invest in that space.
Brands need to incorporate health in their products
- Figure out how you can place your products and services in the health economy.
- The shift in consumers’ attitudes towards health can question your supply chain, manufacturing, and communications. Here you have to assess where you stand on the health scale.
- Create and promote value around health,
How can brands make their products safer?
- Consumers would look for something locally manufactured.
- Consumers would be eager to know where and how the products are made. They would expect brands to be transparent more than ever.
How high is a brand’s emotional quotient?
- Brands will have to be socially responsible and show empathy towards their employees and consumers.
- They have to find avenues to create a social and emotional impact post-COVID.
If ecommerce companies keep these pointers in mind while communicating and strategising and combine them with their Ecommerce PPC and Ecommerce CRO strategies, they could create experiences that consumers would like and would get desirable results as well.