Meet changing consumer expectations

To learn more about the impact of shifting consumer behaviors, PayPal partnered with AdWeek to better understand how marketing and commerce decision makers are evolving their commerce and customer experience in the wake of the rapid shifts that have taken place since 2020. Hear what they had to say!

Consumer behavior—and what they expect from brands—has been turned on its head over the past two years. Certainly, there have been extenuating circumstances that impacted consumer needs. But the disruption turned out to be less of the cause and more of an accelerant.

Emerging technologies and new approaches to customer experience and personalization had long been on brands’ radar. They sped into the mainstream over the past 24 months. Consider just some of the massive shifts that have occurred since the start of 2020. Ecommerce exploded with a growth rate that exceeded 3X previous forecasts. Hybrid shopping merged online and in-store experiences via click-and-collect experiences like buy online/pick up in store. Customer loyalty eroded as new behaviors caused people to change brands and retailers entirely. Product discovery moved from window shopping to #tiktokmademebuyit. Payment went from the swipe of a card to the touch of a phone. The list goes on. And that’s not even including hot-button issues like privacy regulation, personalization, streaming’s meteoric rise, retail media networks or the impending metaverse and Web 3.0.

To learn more about the impact of shifting consumer behaviors, Adweek Branded, in association with PayPal, conducted an exclusive survey of 155 marketing and commerce decision makers and influencers. The survey examines how they are evolving their commerce and customer experience in the wake of the rapid shifts that have taken place since 2020. Download the report to hear what they had to share and suggested actions you can take to help your business meet and exceed consumer expectations.