Will e-commerce buying habits change in 2022?

We found in a study conducted by Finaria that last year there was a massive increase in e-commerce users globally. The interesting part? The number of users is still expected to increase by about 3.8 billion in 2022 in the e-commerce market, that’s 400 million more than the increase last year.

Retail businesses have to deal with the difficult challenge of maintaining relevance to customers so that they remain loyal and do not drift to competitors. The whole shopping experience is not just about putting products in a virtual cart. It is all about how the retailer helps the user to overcome fears and doubts so that they can feel safe by revealing personal details, transacting and having their expectations met when the product arrives.

5 new buying e-commerce changes have emerged during 2020 and businesses need to pay attention to them in 2021:

1. Users love tailored made customer experiences

Business owners have had to get creative and adapt to the new environment to survive. Take the example of the restaurants forced to close their doors by government restrictions. Many converted to become local grocery stores, to qualify as an essential service, selling both fresh produce from their usual suppliers and pre-prepared food for take-away. In this way, the ecosystem within their supply chain was able to keep their businesses running. Farmers, wholesale suppliers and restaurants were able to keep working and in some cases expand their operations.

During this process customers cooking more regularly, were introduced to new brands and had new experiences leading to enhanced possibilities for those suppliers in the future. The importance of creating a customer experience is equally important for eCommerce because purchasing habits have evolved. Now consumers support brands with a purpose that makes them feel something special or something they can learn from. They buy the experience, not the product.

2. Customer service needs to really assist the customer during the purchase

The widespread availability of suitable technology platforms which are improving all the time is pushing us more and more down the online route for all types of products. This is true for even high fashion items where platforms cater for complex clothes sizes and even virtual reality to have an experience trying on clothes online. Who knows where this journey will take us.

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