How brands are coping with COVID-19 right now is a direct result of how able they are to adapt to sudden changes in customer behavior.
While some were prepared for the surge in online shopping, many offline-only retailers and slow digital adopters are struggling.
In the following infographic, we reveal the key lessons for companies to learn right now, about shifting user behavior and how to become recession-proof.
Don’t expect behavior to revert back to how things used to be. The pandemic has brought new users online, including many from older age groups, who had previously preferred to buy offline.
User experience is the differentiator between online retailers. Increased customer demand amplifies poor user experience. The effects of poor UX can be measured both in lost sales and reduced rates of customer retention.
If retailers are empowered to make good decisions without delay they can benefit from situations like this. Those retailers who have handled demand well and continued to provide a great experience for customers can acquire and retain customers more effectively.
For years, there’s been a race to provide faster and more convenient shipping options. This puts pressure on retailers’ supply chains and profit margins as they try to keep up with Amazon. However, greater consumer patience caused by the pandemic may reduce this demand.
Testing isn’t just about product sprints or occasional website redesigns, it’s a process of continuous improvement. Your website and apps are only as good as the last set of test results, so it’s important to keep testing in order to maintain a great user experience.
Clear messaging has been key for shoppers during this period. Stock availability and shipping times have been a major concern for customers, and retailers need to manage customer expectations and provide clear information for shoppers.