Changing Customer Expectations from Shops in India
                     Changing Customer Expectations 
from Shops in India
Yash Kumar
Writes for search-marketing.in, 
provides information on 
Digital marketing in india to improve 
Digital marketing strategies.
In India, there is a rapid change in the customer expectations from 
shops/businesses, post-pandemic. It would be appropriate to throw light 
on some of the important aspects of the topic at hand.
•Several surveys have pointed out that well over 90% of consumers in 
India now choose to avoid the crowded ambiance of physical stores. 
These people are opting for online transactions with shops and 
businesses. Therefore, it is obvious that businesses are necessitated to 
quickly adapt themselves to the incessantly evolving digital 
technologies.
•A substantial chunk of people now prefers the shops to be accessible 
through WhatsApp/phone calls, for placing orders. Nothing surprising in 
that! The norm of social distancing has to be carefully followed to avoid 
the risk of contracting the virus. Hence, shops have to make the required 
changes in their operations. Or else, their commercial interests will be 
seriously hindered.
•During the pandemic, people have been predominantly confined to their 
respective homes. Though normalcy is now being slowly restored, we can’t 
expect consumers to straightaway visit brick-and-mortar stores. Individuals 
are experiencing fatigue attributable to the pandemic. They are right now 
not inclined to face tedious things like driving to the store and searching for 
a parking area. Your customers want to transact with you from the comfort 
of their homes!
•If you are the owner of a store dealing in food and beverages, your job has 
now become a bit tougher. In these two years, consumers have realized the 
significance of foods contributing to health; they are also staying away from 
stuff such as junk food. So, it’s now your bound responsibility to stock only 
those food items that evoke the confidence of customers, in this connection.
•In the Covid phase, even those persons who were previously 
uncomfortable with digital technology quickly learned its nuances. They too 
have started to rely on online shopping! Thus, it’s logical that the number of 
online buyers will be higher for the majority of shops, whatever might be 
the items that are sold.
•Apart from shopping on various e-commerce platforms, things like 
picking up an order from a specified point have become immensely 
popular. This is called a pick-up at the curbside. You just have to collect 
the items from a specific place at the time allotted to you! There is no 
need for you to step out of your car! An employee of the store will come 
and hand over your order.
The current buying patterns strongly suggest that things such as curbside 
pickup are a part of the “new normal” brought about by the pandemic. 
They are not going to change anytime shortly.
•Numerous experts believe that consumers won’t relinquish the 
behavioral patterns they have developed in the past two years. This is 
concerning deciding where and how to make the purchases.
•People across the world have started to give more significance to noble traits 
like honesty, compassion, and empathy, in the Covid times. As a result, the 
majority of consumers now prefer to buy from only those shops/stores 
adopting ethical business practices.
All businesses, stores, and shops are advised to make a serious note of the 
above-mentioned points and operate accordingly. It is only when this aspect is 
taken care of that your business will be able to survive in the markets, in the 
long run.
About Search-marketing 
Search-marketing.in website is a useful resource which caters to 
micro businesses on developments in digital marketing in India. It 
provides information on digital marketing strategies and helps Indian 
micro businesses to establish strong online presence and to leverage 
the Internet for business performance and growth.
Thank you for reading this 
article!