After the pandemic, the small and medium businesses that had not yet been digitized did so in order to survive. In addition to using online platforms, They relied on companies that make the deliveries, but users still do not trust completely.
According to an analysis by Zebra Technologies Corporation, barely 4 out of 10 people fully trust in which companies will deliver as promised.
In contrast, the report indicates that only 55% of the industry leaders surveyed believe that customers have full confidence that their businesses will comply with the requirements. deliveries on the agreed date. In other words, a large part of the sector does not even trust the abilities of its own employees to make deliveries in a timely manner.
Within this lack of customer trust, they have adapted some behaviors that are different from those they had before the pandemic.
New shopping habits
Confinement forced people to develop their digital skills to work, find leisure, educate and consume in Internet. Therefore, after almost two years in the same situation, now Latin Americans no longer want to rejoin the face-to-face activities.
According to the report, only 59% of the inhabitants of Latin America wants to return at physical stores, as long as they can enter and exit stores quickly, as the risks of contagion decrease.
Globally, it showed that 73% want to leave the premises quickly, as 65% of people still show fear of having prolonged contact with others. There is even businessmen who distrust that buyers fully follow the sanitary protocols.
The study revealed that 84% of the consumers surveyed in the region also showed their preference for receiving home orders instead of picking them up at the store or other location; 77% of them from the millennial generation.
On the other hand, 90% of consumers in the region have bought through their mobile devices; 90% of them are millennials, which does not seem to be strange, but it does surprise the 53% of boomers (people between 55 and 75 years old) who have started to do the same. In fact, 35% of the elderly surveyed said they had made purchases in supermarkets and restaurants through their phones.
In this sense, it was also found that some customers adapted hybrid purchasing methods, since they usually consult in some online stores the products and then go to physical stores, or vice versa, to see where it is best for them to make the purchase.
“50% of consumers are checking product prices online before leaving home to buy and almost 30% also look at the pages for inventory availability before arriving at the warehouse. This figure in 2019 barely reached 19 percent ”.
Product availability is important, as shoppers don’t like to go to a store and not find what they were looking for. Consequently, people prefer buy online something temporarily unavailable as long as they take it home later or can be picked up at a nearby point.
Another reason that is preferred in ecommerce is attention, since in a few seconds the buyer can find information about the product and must wait in person for a worker to attend to him. In this sense, it has been detected that even in the store, customers shop online.
Therefore, companies have indicated their commitment to continue adapting to new ways of purchasing customers.
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