The pandemic caused the eCommerce industry to grow globally by 2% between 2019 and 2020, representing an additional $570 billion in additional revenue.

It also increased competition, accelerated the supply chain crisis and drove cost prices up. It also made it harder to keep customers. According to a mid-2021 survey conducted by eMarketer, 80% of consumers were buying different brands, either because of price (65%) or because of stock issues (51%).

As with the supply chain crisis, the pandemic accelerated the biggest challenge facing the eCommerce industry in the post-Covid era: the loyalty vacuum.

Customers are looking for a connection so in the absence of one will shop where it’s cheapest. This forces eCommerce businesses to fill the void with new customers, driving up the cost of acquisition, and cutting into already shrinking margins.

To win in the post-Covid eCommerce market you need to engage with your audience and foster a personalised customer experience.