5 Pandemic-Era Shopping Behaviors That Are Here to Stay
Posted by Ryan Lemos on Feb 18, 2025
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The pandemic brought sweeping changes to every industry, but few felt its impact as much as retail. In 2020, in-person shopping came to a standstill, forcing retailers to pivot by refining and expanding their unified commerce strategies. Now, five years later, some of those initial pivots have solidified into lasting consumer expectations that continue to shape the future of our industry.
Think about it—how often do you shop online and opt for in-store pickup or expect a brand to remember your purchase history when visiting a store? These conveniences are no longer bonuses—they’re baseline expectations. To thrive in this new landscape, it’s critical for retailers to understand these consumer-driven changes and build efficient systems that enhance the shopping experience.
Based on a multi-year consumer survey conducted by NewStore and insights from working alongside global retail brands, we’ve identified five major shopping behaviors—enabled by unified commerce technologies—that continue to define the industry’s future. This blog takes a closer look at those trends and will be your guide to thriving in retail’s new normal.
Clienteling, where store associates personalize shopping experiences through direct communication, has transitioned from novelty to necessity. Consumers want tailored service through messaging apps, emails, and even video calls. Remote selling—where shoppers can complete purchases without stepping foot in-store—is also picking up speed.
The Data:
– From 2021 to 2024, demand for email clienteling rose from 48% to 60%, while text clienteling interest jumped from 37% to 53%.
– Shoppers increasingly want associates to process transactions via text; demand has nearly doubled from 22% in 2021 to 42% in 2024.
Takeaway for Retailers:
Empower your associates with modern tools to engage shoppers on a personal level. Ensure robust systems to support remote transactions, like the ability to check inventory, apply discounts, and close sales, all from a single interface.
Convenience remains king. Buy online pickup in-store (BOPIS) and curbside pickup options gained significant popularity during the pandemic, helping consumers bypass delivery wait times and allowing retailers to sell in-store inventory. Today, these shopping options are a must-have feature for an effective unified commerce strategy.
The Data:
– BOPIS demand rose steadily from 45% in 2021 to 56% in 2024.
– Curbside pickup interest remains strong at 66% in 2024.
Takeaway for Retailers:
Optimize your BOPIS and curbside processes with designated pickup spots, clear instructions, and prompt notifications for order readiness. Consider adding self-service lockers for an elevated level of convenience.
Virtual styling sessions, private shopping appointments, and curated in-store visits gained significant traction during the pandemic as a safe alternative to storewide browsing. Today, this model continues to see interest, with consumers valuing exclusive access to experts and personalized attention as a premium service.
The Data:
– 53% of surveyed consumers in 2024 expected one-on-one shopping appointments, up 33% in 2021.
– Virtual appointments via video chat grew in demand, with 32% of consumers expecting this service in 2024, up from 22% in 2021.
Takeaway for Retailers:
Streamline the appointment booking process, both online and in-store, by integrating the capability into your mobile POS. Develop training programs so associates can deliver consistent, high-quality personalized experiences, whether appointments are conducted in person or virtually.
Shoppers are constantly seeking faster, easier, and more autonomous ways to complete their purchases. From self-checkout using mobile devices to diverse payment methods, innovations in this space show no signs of slowing down.
The Data:
– 45% of consumers expressed a preference for self-checkout via mobile devices in 2024, up from 39% in 2021.
– 66% of consumers in 2024 expected stores to accept all contactless payments, like Apple Pay and Google Pay.
– The desire for digital receipts rose from 69% in 2021 to 74% in 2024.
Takeaway for Retailers:
Adopt modern POS systems that support mobile-initiated transactions, electronic receipts, and a variety of contactless payment methods. This not only streamlines the process but also creates an overall seamless experience that builds loyalty.
The demand for greater personalization has soared in recent years, a trend accelerated by the pandemic. By leveraging the right data, associates can create truly unique shopping experiences, customized to align with each consumer’s individual preferences and purchase history.
The Data:
– 50% of consumers expected associates to access loyalty profiles to apply rewards simply by knowing their name—up from 37% in 2021.
– 40% of consumers believed associates should also retrieve complete shopping histories with just their name, compared to 26% in 2021.
Takeaway for Retailers:
Retailers must integrate loyalty programs across channels and ensure store associates are equipped with tools that provide quick access to these profiles. Personalization can elevate the in-store experience to rival—or even surpass—what consumers experience online.
The five shopping behaviors outlined above are no longer trends—they’re the new normal. Retailers that don’t continue improving risk falling behind in an era where consumers expect seamless, data-driven, and convenient experiences at every touchpoint.
It’s time to double down. By refining unified commerce strategies, enhancing personalization, and optimizing existing customer touchpoints, retailers can strengthen loyalty, boost traffic, and create memorable shopping experiences that keep customers coming back.
Ready to elevate your retail strategy? Contact us today to learn how we can help you transform your business.
