My Consumer Behavior experience during the Pandemic

We all went through these confusing months, where no one knew or understood what was happening. Many people could not adapt to what I like to call the new “normal,” and some people still unable to adjust to this new era.

As a team, we became well aware of what was happening. I will have to admit I consider myself be lucky to have such an incredible team that knows how to react on time. We immediately created our plan and took care of each other. We are nationwide, and we all came with ideas about how to go through this inevitable pandemic. We knew we would be going “shelter in place” order. Many of us have small businesses where we provide either products or services. As a team, we adjusted immediately and came with multiple ideas to start providing modified services before our customers even asked what will be happening.

We created apps to assist our loyal customers in having a better experience. We never waited for them to ask or worry. As any small business owner, we thought we would be losing customers, and to our surprise, we retained our customers and obtained new customers.

Our approach to identifying the possible challenges our businesses could face helped us improve our services and products. We started to educate some of our customers to start doing the transition without panicking any of them. We spend countless hours updating our platforms and adding new tools.

By the time the ‘shelter in place’ order took place, we were in a more comfortable position, and we took the time to analyze as business owners and customers, the reaction in the market. We approached our business, thinking like customers, and we delivered on time, and we were adjusting as the needs were changing. We listened to our loyal customers and potential customers.

As a simple example, one of our partners is a photographer. She increased her business by providing her customers her services through an app. What made her standout from the competence? She took the time to custom made apps for each of her clients. Through that unique app, people were sending old photos, and she used her creativity at home and delivered not only products or services but an unforgettable experience. Now that people can go out for photoshoots, the first thing they ask for is for their personalized app.

I didn’t see any dramatic changes in my behavior as a consumer. I had transitioned to online shopping in the last five-plus years. I order my groceries through apps and have them delivered, or curbside pick up. The last time I went to a store to buy clothes was when I had to buy a dress 30 minutes before the event, and I was away from home. Usually, I purchase my clothes online as well as my shoes and accessories. For dinner, I was already using Uber Eats, Doordash, and Grubhub. All our local businesses including fast foods were providing their services through these apps.

The only thing I never bought online and I started to do it during the pandemic was Home Depot products. Many of us became crafty, and when the waiting outside became more than 15 minutes to enter the store, I downloaded the app and placed all my orders through it. I had to wait in line no longer, and I no longer was exposing myself to the virus.

While I was reading the book Digital Marketing Strategy by Simon Kingsnorth, I realized, in the part that talks about the “Understanding the evolving digital consumer’ how much I saw myself reflected as a consumer. It is so important to be aware of your potential consumers. Many people only focus on a specific area and don’t even contemplate expanding to other regions and countries. They ignore potential customers as they only focus on particular generations or reject introducing their product of services to generations they don’t like.

As the book says, it is vital to use data appropriately to make well-judged decisions. The book also says that the world is changing as well as the consumer. It is essential to understand as we evolve constantly.

Something we need to keep tracking once the pandemic is over and life return to “normal” is the surveys and studies performed before the epidemic. Some of the surveys showed that Millennials tried to exterminate the American Mall, but Genzies (Generation Z) could save it as this next generation of U.S. buyers isn’t shopping like their parents. Something to keep an eye on.

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