How COVID Has Transformed eCommerce Buying Norms

COVID-19 has impacted industries all over the world and changed the way businesses interact with their customers. Reduced in-person interactions and increased virtual or distant experiences have caused complete overhauls of business models. The eCommerce industry has gone through an industry reform and continues to do so.


Before the coronavirus, customers would go to a business and enjoy the in-store experience. This experience could make them a repeat customer or drive them never to shop there again. In-store experiences are no longer the norm, and businesses have had to create customer experiences in different and unique ways.

Businesses have engaged their customers by dedicating more money to the “unboxing” experience. When a customer receives a well-packaged box with custom branding and other details, they feel appreciated and create a connection with the brand. This extra effort can be the deciding factor in today’s market to drive repeat purchases and block out the competition. Brands can gain customers by investing more time and detail into their shipping experience.


Another way that the industry has changed is transparency in shipment tracking. While some businesses were prepared for increased sales, others were not and are having to shift to be more transparent with their customers about potential delays in shipments. By clarifying with the customer, you will avoid upsetting them during a time when each interaction is more valuable than ever before.


Whether your business leverages eCommerce or not, improving the customer experience is essential to surviving the COVID-19 buying shift. SEPG has a massive inventory of over 25k products and can provide everything needed to continue serving your customers. With over 50 years in the distribution industry, we understand what businesses need the most. 


Give us a call today or visit www.sepg.com to let us show you how we can help your business.

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