Coronavirus crisis rewrites online retail rulebook

Contactless services, convenience and increasingly ethical considerations are becoming the principal factors driving online purchasing decisions during the coronavirus outbreak.

That’s according to research by Astound Commerce, involving 1,000 global consumers. 

“The immediate shift to online has tested many companies’ ability to be agile and successfully scale their business to meet these increased shopper demands. There is no denying this is a genuine crisis. But the commerce realm is no arena for the faint of heart; crises come and go as part of the normal business cycle,” says Terry Hunter, Managing Director at Astound Commerce UK.

“The retail industry will get through this and the companies that emerge intact likely will have made similar decisions regarding customer service, where and when to spend, and technological commitment.”

It’s essential to remain committed to digital, he adds. “It’s clear that digital commerce will drive future revenues. That was the trend before Covid-19, and the virus will only accelerate the process as the strain on bricks and mortar grows.” 

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