Six months into the pandemic and the economic impact and fear from COVID-19 has brought striking shifts in consumer behavior, foreseeably for a long period. Globally, there is an accelerated rise in internet adoption, allowing users to stay connected and carry out essential daily tasks in trying times of social distancing. In the U.S., about nine-in-ten adults (93%) say that a major interruption to their internet service during the outbreak would be a problem in their daily life, including 49% who foresee an outage being a very big problem.

Brands continue their efforts to adapt to business disruptions and changing customer behavior. One example is the increasing number of brands offering cashless and contactless delivery to customers—hence providing customer convenience and safety, and also adapting to the new consumer mindset. Life in the post-COVID world may look drastically different, yet customer experience has been crucial for promoting loyalty, retaining customers, encouraging brand advocacy, and that remains true during the pandemic. Pre-pandemic, customers were partial to brands that provided unique, personalized experiences—studies conducted have shown that customers increase their spending when they receive positive, personal shopping experiences.

The current demand for shopping experiences are those that limit physical touchpoints and interactions with other human beings. Self-service solutions powered by the likes of Artificial Intelligence, facial recognition, and infrared technology can make online and in-store experiences better for customers. Recent COVID-19 retail trends like BOPIS (buy-online pick-up in-store) and curbside pickup have gained in popularity. When compared to the previous year, orders placed online and picked up at stores in the month of April 2020 more than doubled, according to Adobe Analytics.

In a bid to help brands strengthen their business in the COVID era, Capillary has added new features to our platform. Read on.

• Growing Leads via Social Media
• Showcasing Products Based On Customer Priorities
• Prioritizing Hyperlocal Commerce and Inventory Management

Conclusion
The global Coronavirus crisis has toppled global economies, and people across the world are apprehensive about their health, safety and financial security. Times like these call for brands to truly put customers’ priorities first. By putting your customers’ interests first and innovating your brand accordingly, this can be a time for your company’s brand to lead.

For detailed insights visit https://www.capillarytech.com/blog/capillary/ecommerce/personalized-digital-commerce/