Pandemic Shifts Consumer Expectations

COVID-19 accelerated online shopping trends, which has resulted in consumers now having higher expectations from retailers today than they did less than a year ago, says a survey by SOTI, a provider of mobile and IoT (internet of things) management solutions. For example, U.S. retail eCommerce sales totalled $199.4 billion in the third quarter of 2020 and, because of this, retailers can’t risk a bad shopping experience. In fact, more than half of consumers say a bad online shopping experience would destroy their trust in the brand. ‘From Bricks to Clicks: State of Mobility in Retail 2021 Report’ says in order for retailers to stay competitive in the new normal and excel, there needs to be a more efficient and seamless return process, delivery times need to be faster, and there needs to be better protection of personal and payment data. Consumers also want transparency and trackability. One-third say they want to know where their order is from the moment they purchase to the minute the package is delivered to their doorstep. Ryan Webber, senior vice-president of enterprise mobility, SOTI, says, “Our advice to retailers is to pay closer attention to their consumer experience and how they can track and receive the item they purchase, as it is just as important as the item itself. If the past year has taught us anything, it is that having a mobile strategy is business-critical.”