76% of consumers have shifted to online shopping for items they would usually buy in-store

New Ideas in MarketingEssential news for marketers, summarised by YouGov
July 21, 2020, 8:44 AM UTC

Sitel Group’s survey across the US and the UK revealed that 57% of consumers plan to continue buying online post-pandemic.

With COVID-19 impacting consumer shopping trends, 76% have shifted to online shopping for items they would usually buy in-store. Further, 43% of consumers said they would stop doing business with a brand during COVID-19 if they received a poor customer experience (CX).

However, brands implementing policies that negatively impacted CX during COVID-19 (like longer shipping times) were viewed positively by 36% of consumers. Also, 35% consumers would rather look for solutions themselves online, rather than reaching out to customer service.

Consumers that do seek brand assistance prefer digital company representatives like IVR or chatbot (14%). Of those polled, 27% think the retail industry has been the most innovative when it comes to providing positive customer experiences.

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