The COVID-19 pandemic has thrown the retail and shopping industry into disarray, forcing many brick and mortar stores to close, casting doubt on the future of physical connectivity. Because of these dramatic adjustments, many merchants are attempting to efficiently serve customers with alternative methods. Businesses that value both a physical and virtual presence have responded more readily, while retailers that prioritize a physical store and a face-to-face experience over a multichannel approach are struggling to adjust.
Consumer behavior has irreversibly changed as a result of the pandemic. We have seen the centralization of the shopping spree. In China, for example, the number of food purchases fell by 30% during the outbreak, but the average cost per purchase increased by 69%.
e-commerce is booming
Because individuals spent more hours at home during the pandemic, the e-commerce sector grew rapidly. According to Australia Post’s annual e-commerce data, Internet sales contributed 16.3 percent of total retail spending in 2020-21, with online products spending growing 57% during 2020.
Half of online customers said they have placed more online orders since the pandemic began, while just 4% said they have made less.
great consumer change
Apparel, footwear as well as groceries were by far the most popular online purchases (56% and 41%, respectively), followed by household (eg, household goods, appliances) and personal beauty goods (eg, beauty products, baby care). The place comes Women consumers spent more than men on apparel, footwear and accessories, household and personal care items, in addition to groceries.
Men spent more money than women on electronics, entertainment and media, athletic items and gear, and automobiles.
Equally popular physical stores on the Internet
With more than two-thirds of online shoppers shopping from online channels, physical store sites have been the most commonly used online channel for obtaining retail products. Online stores and online-only merchant websites were also popular, while retailer mobile/tablet applications and social networking sites were the least attractive avenues to shop online.
On the other hand, consumers use internet channels for many purposes other than purchases. Product details such as shade, size, dimensions and features were the most commonly used on physical merchant websites. Whereas social media was mostly used to get ideas for future purchases.
New sales models for the new normal
In the coming years, the importance of physical stores is expected to become apparent. Those customers will become part of the buying process.
– Buy, pick up at store (BOPIS) digitally has become more frequent at fast-food restaurants and cafes like McDonald’s.
– Insurance sales (registration at home / contract in the shop)
– Dark storefront just for online supermarket, and so on.
With the restrictions of traditional sales methods, it is important to conceptualize and build the purchase flow line of overall customers along with the purchase flow in physical businesses.
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