{"id":887,"date":"2021-06-24T10:29:38","date_gmt":"2021-06-24T10:29:38","guid":{"rendered":"https:\/\/www.beingdigitalz.com\/blog\/?p=887"},"modified":"2024-02-01T16:10:20","modified_gmt":"2024-02-01T10:40:20","slug":"covid-changed-the-consumer-journey-but-whats-likely-to-stick-being-digitalz","status":"publish","type":"post","link":"https:\/\/www.beingdigitalz.com\/blog\/covid-changed-the-consumer-journey-but-whats-likely-to-stick-being-digitalz\/","title":{"rendered":"COVID Changed The Consumer Journey, But What\u2019s Likely to Stick?"},"content":{"rendered":"<div class=\"detail__text\">\n<div class=\"rich-text\">\n<p>Much has already been written about how COVID-19 has dramatically changed consumer behavior. Across industries and regions, people prioritized essentials and reduced impulse purchases. At the same time, people facing closed stores, reduced hours, and social-distancing requirements turned to e-commerce, which grew 27.6% worldwide in 2020, according to eMarketer.<\/p>\n<p>As marketers look toward a post-pandemic future, one of the primary questions that remain is, \u201cWhich of these changes are more likely to stick around?\u201d To find out, we conducted research about three industries \u2014 retail, travel, and finance \u2014 in markets around the world, asking consumers about current behaviors and possible future shopping habits.<\/p>\n<p>One thing becomes immediately clear. The pandemic has reinforced what brands and retailers should continue to focus on: enabling people to shop when they want, how they want, and where they want, all the while providing a pleasant and frictionless experience.<\/p>\n<\/div>\n<\/div>\n<div class=\"embedded-slide embedded-slide--portrait embedded-slide--pdf\" aria-label=\"\">\n<div class=\"embedded-slide__wrapper js-analytics-impression\" data-analytics=\"{ &quot;event&quot;: &quot;trackEvent&quot;, &quot;category&quot;: &quot;module interactions&quot;, &quot;action&quot;: &quot;embedded slides impression&quot;, &quot;label&quot;: &quot;https:\/\/www.thinkwithgoogle.com\/consumer-insights\/consumer-journey\/covid-decision-journey\/&quot; }\">\n<h2 class=\"embedded-slide__presentation-container\">Structure Your Teams &amp; Budgets To Be Omnichannel<\/h2>\n<\/div>\n<\/div>\n<div class=\"detail__text\">\n<div class=\"rich-text\">\n<p>Search is crucial across all regions and categories. Online reviews are important. And more people are actually buying online. But the rise in e-commerce doesn\u2019t mean that offline touchpoints have been made obsolete. For example, while we see on average a 56% increase in people saying they will buy CPG products online in the future, the majority (66%) still plan to shop in-store. And in areas of personal finance (banking, credit cards, insurance), over 70% of people still consider talking to a live customer service representative highly useful.<\/p>\n<h2>Pay Attention To Pain Points<\/h2>\n<p>Regardless of the shopping method, brands will need to provide support throughout the entire journey and remove hurdles along the way. Over 25% of consumers across the markets and industries we researched report pain points like availability, payment issues, and customer support.<sup>3<\/sup>\u00a0By addressing barriers and providing superior post-purchase support, brands and retailers have an opportunity to provide additional value to consumers.<\/p>\n<h2><b>Invest in Your Own Website or App<\/b><\/h2>\n<p>Across multiple categories, brand\/retailer websites or apps are among the stickiest of touchpoints throughout the journey. And considering that many people made an online transaction for the first time during the pandemic, it is now more important than ever to deliver an excellent online experience.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Much has already been written about how COVID-19 has dramatically changed consumer behavior. Across industries and regions, people prioritized essentials and reduced impulse purchases. At the same time, people facing closed stores, reduced hours, and social-distancing requirements turned to e-commerce, which grew 27.6% worldwide in 2020, according to eMarketer. As marketers look toward a post-pandemic [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":889,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[6],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How COVID Changed Consumer&#039;s Behavior Digitally - Being Digitalz<\/title>\n<meta name=\"description\" content=\"Many things changed during pandemic, but what is the prominent change that is here to stay and how it will change the course of business, know with through our blog.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.beingdigitalz.com\/blog\/covid-changed-the-consumer-journey-but-whats-likely-to-stick-being-digitalz\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How COVID Changed Consumer&#039;s Behavior Digitally - 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