Article FECOMERCIOSP

Consumer experience sets the tone for 2022

E-commerce stood out during the covid-19 pandemic. In 2021, the real turnover of the sector in the State of São Paulo registered an increase of 39% compared to the previous year, according to a FecomercioSP survey in partnership with Ebit Nielsen. This shows that selling through a digital channel was the alternative for thousands of entrepreneurs to ensure their livelihood.

For this year, the expectation is of continued sales growth, even if in a less accelerated way, considering the strong comparison base with last year. Besides the digitalization of consumers and businesses, the increase should be influenced by the potential of marketplaces and social networks.

Given this new reality, the adoption of business models focused on the consumer experience will make all the difference from now on. The integration of physical and digital channels will allow customers to choose how to buy: through the digital channel or by picking up the product in the physical shop; price comparison on several platforms and face-to-face negotiation; or online purchase after trying the product in the physical shop.

There are great opportunities for companies that are attentive to new technologies and customer behavior. The competitiveness of the competition will be increasingly based on the conditions of the products offered and the consumer’s buying experience, including about service, which is increasingly personalized and individualized

Source: Eletrolar News #149