Some interesting insight via the Australian Web Industry Association this week – while early reports suggested online shopping had increased by 80% in the weeks following the WHO’s pandemic declaration, the broader impact of COVID-19 on eCommerce has proven to be even more transformative.
According to AWIA’s post-pandemic eCommerce insights, the pandemic accelerated the industry by an estimated 4 to 6 years. With more people shopping from home and supply chains under pressure, consumer expectations have shifted dramatically.
Key takeaways for businesses include:
- Customer experience is now critical – users compare good experiences to great ones, and poor UX can cost you customers.
- Mobile commerce (mCommerce) is essential – with mobile making up half of total eCommerce market share, small-screen optimisation is no longer optional.
- Connected experiences matter – consumers expect consistent, personalised service across all channels, including social media and storefronts.
- Automation is key – streamlining inventory, order fulfilment and CRM workflows can save time and reduce errors.
- Ethics and authenticity influence buying decisions – customers are increasingly loyal to brands that demonstrate genuine values and social responsibility.
These shifts in consumer behaviour have held up since 2020 and show no sign of reversing. If you’re already selling online or just starting to explore eCommerce, now is the time to assess your strategy and prepare for long-term change.
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