When I sold my car, I had the mentality, ‘Well, I can always get another one if I have to.’ And as time went on, it became increasingly clear, I didn’t. The world has made it very easy to rely on technology to get what you need. And coincidentally, I’ve gotten very used to living a certain way that allows me to live without a car.
Similarly, consumers have grown accustomed to a certain way of purchasing products and services online and as retail companies continue to up the ante of consumer convenience, customers will continue to expect this level of service moving forward.
While the urgency of COVID-19 might have driven consumers online for fear of scarcity, the habits they created during the pandemic may very well stay long after COVID-19 is history. For example, the phrase 'contactless delivery’ may disappear, but the convenience of someone dropping your purchase at your door without having to interact with them, may not.
As retailers prepare for a (hopeful) future where brick and mortar are open at full capacity and social distancing disappears, the convenience of online shopping will remain and retailers should continue to create opportunities to make their digital (and in-person) shopping experience as easy and seamless for their customers as possible.