Impact of COVID-19 on Consumer Behaviour

After COVID-19, there has been a change in the way customers work, the way of communication, the purchasing behavior and the way of travel. Now the question arises whether all these changes are permanent or not?

This pandemic has severely affected the lives of all of us. We were ready for some changes but we were not prepared for anything like social distancing, wearing mask, stopping of means of traffic, restrictions on travel etc.

For some sectors, this pandemic brought huge opportunities such as online shopping, online banking, healthcare sector etc. These are some of the main things that come to my attention.

Now all business organizations have to work on customer engagement because customer expectations are increasing and the main reason is the digital experience of the customer.

There is significant change in banking sector, tourism sector and healthcare sector. We feel that even after COVID-19, it will remain the same in the whole world.

The following changes in customer behavior are clearly visible:

1. Promoting Digital Media: customers are looking at digital media as solution for online shopping, virtual meetings, online mode of communication and virtual classrooms.

2. Changes in Touring Pattern: people are shifting from physical to digital. Now technology has enabled us to meet virtually and also organize larger meetings, seminars, conferences as well as exhibitions with the help of digital technology.

3. Changes in Purchasing Behavior: people are more focused to buy online and also there has been shift from value based purchase to digital.

4. Increase in Health Awareness: now people are more conscious about their health. Wearing mask, carrying sanitizer, ensuring distance from unknown is now part of life. Contact less delivery is more popular and preferred as well.

5. Interpersonal Behavior Change: significant changes in the human behavior is clearly visible in the society. Now people are more concerned about their well beings, sparing more quality time with their family.

All these trends are interlinked. This pandemic forced digital media to be a part of daily life and because of this people are connected to the world after so many restrictions.

Now it’s great opportunity for companies to understand the changing customer behavior and offer goods and services which offers maximum value in line with changing behavior.