Three Pandemic-Born Customer Experience Trends That Are Here to Stay

Posted on by Chief Marketer Staff

The pandemic has spawned new trends in customer experience as a result of shifting consumer behaviors. And some are here to stay. Three trends—contactless shopping, subscription business models and SMS messaging—warrant marketing spend in 2021, according to an article in Multichannel Merchant.

Contactless Shopping

Contactless consumer experiences, including “buy online pickup in store” (BOPIS) and new payment options, have developed during the pandemic, adding more efficiency to shopping experiences. The challenge moving forward will be to implement technology that enables a smooth experience from back-end to front-end and considers inventory management, fulfillment and payment processing.


Subscriptions are expedient and convenient for the consumer while allowing businesses to manage cash flow, predict demand and manage inventory. Moreover, delivering a quality customer experience at every interaction encourages retention.

SMS Messaging

Marketing to consumers through mobile devices is increasing. If your brand offers an SMS program, consider offering incentives on first orders, designing campaigns that are personalized and specific to text, and automating the process through a cloud-based marketing platform to allow for trigger messages.

For more on these marketing trends, read on in Multichannel Merchant.


Related Posts

Chief Marketer Videos

by Kaylee Hultgren

For the 2020 Chief Marketer PRO Awards, Ally Financial and agency partner PrizeLogic took home the highest honor, the Platinum PRO Award, for its Ally + Monopoly – Grow Your Fortune campaign.


PRO Awards


Put your best marketing of 2020 in the spotlight and enter your campaign in one (or more!) of 46 categories. Click here to submit.


CM 200

Click here to sign up for more information on the 2022 CM200 call for entries and to view the CM 200 2021 List.