# How eCommerce went from surviving to thriving in a post Covid-19 world Author: Pal Sinha, Barnali Author URL: https://financedigest.com/author/pal-sinha-barnali Published: 2021-06-08 Category: BUSINESS Category URL: https://financedigest.com/category/business Meta Title: The Future of Retail: Adapting to the Evolving eCommerce Meta Description: CEO Ciaran Bollard discusses the permanent shifts in consumer behaviour & online retail post-Covid, highlighting the importance of strong online presence URL: https://financedigest.com/how-ecommerce-went-from-surviving-to-thriving-in-a-post-covid-19-worldhtml ![undefined](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/e-commerce-1736838289314-compressed.jpg) _By_ **_Ciaran Bollard_** _**,** CEO at Irish eCommerce platform provider_ [_Kooomo_](https://www.kooomo.com/en) The movement from bricks-and-mortar stores to digital shopping was a trend that was already taking place pre-pandemic but was fast-tracked over the past 18 months. The evolution has differed across sectors, however, the changes in consumer shopping behaviours and payment habits will be here to stay long after the lockdowns are over. The Covid-19 pandemic has shown businesses how to pivot and adapt, and the world of eCommerce has served as a case study in the cascading effects of social change. Few could have predicted the dramatic level of disruption that was to occur when Covid-19 broke out. However, there was a silver lining for those who identified the [opportunity to      take advantage of the behavioural trends](https://www.financedigest.com/d-mannose-market-opportunities-trends-drivers-challenges-forecast-by-2025-transparency-market-research.html "D-Mannose Market Opportunities, Trends, Drivers, Challenges & Forecast By 2025: Transparency Market Research") that were about to unfold.  We have witnessed incredible strength and resilience in the eCommerce world. So many businesses have [overcome all the challenges](https://www.financedigest.com/5-challenges-to-overcome-in-governance-risk-and-compliance-magazine.html "5 Challenges to Overcome in Governance, Risk and Compliance-Magazine") and obstacles that accompanied the pandemic, and are now coming out the other end stronger. [Shifts in consumer shopping habits and payment behaviours](https://www.financedigest.com/2021-predictions-less-fraud-shifting-consumer-behaviour-and-accelerating-pace-of-innovation.html "2021 predictions: less fraud, shifting consumer behaviour and accelerating pace of innovation") may have further implications for structural transformation and the development of the digital economy. Essential retailers and those with a strong online presence have [witnessed expediential revenue growth](https://www.financedigest.com/the-rice-milk-market-to-witness-steadfast-growth.html "The Rice Milk Market To Witness Steadfast Growth"). This means those who fail to boast a strong online presence must re-examine their [working](https://www.financedigest.com/the-new-fangled-normal-of-working-from-home-to-push-the-public-cloud-service-market.html "The “New-Fangled” Normal of “Working from Home” to Push the Public Cloud Service Market") model as we are faced with the “new normal” in relation to consumer values and needs. ![Ciaran Bollard](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/ciaran-450x450-1736838289367-compressed.jpg) Ciaran Bollard The future of retail is shifting online or, at a minimum, omnichannel [services will be the very least expected by consumers](https://www.financedigest.com/best-paying-jobs-in-finance-consumer-services.html "Best Paying Jobs in Finance Consumer Services"). Those who fail to embrace this reality may struggle when it comes to business [continuity and growth](https://www.financedigest.com/multilocal-hires-new-directors-as-steep-growth-trajectory-continues.html "Multilocal hires new directors as steep growth trajectory continues"). eCommerce allows consumers to gain [access to information](https://www.financedigest.com/kings-secure-technologies-adopts-agile-flexible-cloud-reporting-access-granular-real-time-financial-information.html "Kings Secure Technologies Adopts Agile and Flexible Cloud Reporting for Access to ‘Granular Real-time Financial Information’") instantly, shop online via multiple devices simultaneously and share reviews that can be viewed by millions. Retailers need to [continue to adapt](https://www.financedigest.com/scholz-if-germany-continues-to-adapt-we-will-make-it-through-winter.html "Scholz: if Germany continues to adapt, we will make it through winter") to these expectations to maintain relevance online. The new [working model requires a unified CX and effective supply chain designs](https://www.financedigest.com/savile-row-designer-on-working-from-home-winter-attire.html "Savile Row Designer on Working From Home Winter Attire"). Guiding and delivering this new model starts with taking care of employees, up to date technology, and procedures that facilitate the transformation. An omnichannel presence is the best [way retailers](https://www.financedigest.com/online-reputation-and-customer-centricity-will-lead-the-way-for-retail-banking-in-this-new-era-of-approachability.html "ONLINE REPUTATION AND CUSTOMER CENTRICITY WILL LEAD THE WAY FOR RETAIL BANKING  IN THIS NEW ERA OF APPROACHABILITY:") can hedge their bets. From our research, we have observed that consumers plan to continue [shopping online](https://www.financedigest.com/the-high-street-is-dead-long-live-online-shopping.html "The high street is dead – long live online shopping! "), but that the high street is definitely going to make a significant return. Finding the necessary balance between nourishing in-store experience and obtaining a strong online presence will be [key moving](https://www.financedigest.com/c-suite-collaboration-is-key-to-moving-the-financial-services-sector-into-the-new-era-of-digital-transformation.html "C-Suite collaboration is key to moving the financial services sector into the new era of digital transformation") forward. Setting themselves apart on experience will also be vital for retailers looking to keep up, as 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. Therefore, retailers should assess their current [customer service](https://www.financedigest.com/why-empathy-needs-to-sit-at-the-heart-of-bbls-and-cbils-customer-service.html "Why empathy needs to sit at the heart of BBLS and CBILS customer service") offering; FAQs, delivery information and product descriptions, thereby giving the consumer all the necessary tools for a smooth customer journey. While some [retailers are still devising their eCommerce](https://www.financedigest.com/intelligent-delivery-the-future-of-ecommerce-and-retail.html "Intelligent delivery: the future of eCommerce and retail") plans, shoppers are prepared for the future. We’ve seen what happens to [retailers who put](https://www.financedigest.com/putting-your-right-foot-forward-the-secret-of-successful-retail-bank-footprints-is-in-the-data.html "Putting your right foot forward – the secret of successful retail bank footprints is in the data") eCommerce on the long finger, so why wait? Retailers that act quickly are in position to overtake competitors — shifting from surviving to thriving in the [post Covid-19](https://www.financedigest.com/is-it-time-to-move-out-of-london-post-covid-19.html "Is it time to move out of London post Covid-19?") world. Those who are successful see eCommerce as a holistic process and sync their [commercial approach to operational](https://www.financedigest.com/iveco-to-transfer-nordic-retail-and-commercial-operations-to-hedin.html "Iveco to transfer Nordic retail and commercial operations to Hedin") performance. The bottom-line here is the landscape of eCommerce and [retail has shifted significantly and is going to continue adjusting in the near future](https://www.financedigest.com/are-white-label-branches-the-future-for-retail-banking.html "Are white-label branches the future for retail banking?"). [Businesses of all sizes and sectors will need](https://www.financedigest.com/what-is-premises-liability-coverage-and-why-does-your-business-need-it.html "What is Premises Liability Coverage … and Why Does Your Business Need It?") to adjust and adapt if they are to be competitive in their respective markets – seeking solutions that are tailored for them. If businesses are to thrive, they [must be willing to take inspiration from online](https://www.financedigest.com/britain-eu-must-use-caution-in-new-online-rules-un.html "Britain, EU must use caution in new online rules – UN") retailers as they adapt to the new normal. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. ---