How COVID-19 Changed Consumer Behaviour and Why Appointments Are More Important Than Ever

Since the onset of the COVID-19 pandemic, consumer behavior has changed drastically. The majority of storefront businesses across the globe have been forced to change the way they do business and respond to customer needs. We have seen retailers and restaurants adapt to curbside pickup, delivery, and online shopping as a way of keeping their doors open. Essential service providers have implemented enhanced sanitation protocols and limited building occupant numbers to encourage social distancing.

Understanding the needs of consumers during this unprecedented time is every business owner’s best defense against closing up shop. One of the most significant changes to the way that businesses operate is an increased demand for scheduled appointments and reservations. This allows businesses to stay organized and assure customers that the facility or service will be prepared in advance for a safe and sanitary meeting. For some service providers such as physicians and counselors, this means meeting with clients online via video conferencing. These changes require a reliable scheduling system to successfully keep essential workers and consumers on schedule.

We have analyzed the rapidly changing market and found a few themes across consumer demands and business success in a variety of industries. Below we have provided some insight into consumer behavior changes, and how you can stay ahead of the competition with the help of our top-rated appointment scheduling API. Continue reading to learn more.

How to Respond to Changes in Consumer Behaviour During the Pandemic

Understand the consumer’s health concerns

COVID-19 has spread at a rapid rate all over the world and consumers have become much more health-conscious as a result. For many, this has meant limiting outings and everyday activities to necessities only, as recommended by government and health officials. Unsurprisingly, restaurants, estheticians, sports centers, and many other businesses have seen a serious reduction in foot traffic because of this. For this reason, it is essential that business owners understand the specific concerns of their customers, and communicate the way in which they plan to combat the associated health risks.

For some businesses, adding sanitation equipment such as acrylic shields to the facility is a necessary course of action. For others, sanitizing the entire facility after each use may be the best way to put consumer’s minds at ease. There is one safety measure however, that has proven to be necessary across the board, and that’s limiting the number of patrons in a given area to ensure social distancing is possible. Appointment scheduling software has in turn, become an essential resource for a variety of businesses. For example, many fitness centers have been able to hold onto members by blocking out specific time slots where a limited number of people can schedule their workout followed by a time block where employees can sanitize the equipment. This type of procedure was unheard of for fitness centers prior to the COVID-19 pandemic, meaning gym owners have had to rush to find a reliable scheduling API to implement into their websites. Walk-in clinics, salons, and even some retail stores have kept up with the changing market by implementing a similar strategy.

Unfortunately, not all business owners have a team of website developers who can create an online appointment scheduling solution that works, and in this day and age, expecting customers to call in to book an appointment with a customer representative is just not as common as it was a few years ago. For consumers to confidently leave their homes to seek out goods and services requires a simple, online solution that will guarantee them a time slot and allow them to make changes to their appointment just as easily. For businesses that are able to operate entirely online, ensuring employees have an easy-to-follow system where they know the specifics of their schedule may be an even more complex task if you do not have the right technology. The best way to address these needs is to opt for a recognized scheduling API that can be tailored to your business’s specific needs. OnSched offers a wide range of customizable features to ensure just that.

Marketing based on the public concern for the economy

Statistics show that 88% of consumers are concerned for the economy and the negative impact that COVID-19 will have on businesses. This number is interestingly, slightly higher than the percentage of people who are concerned about their own health and that of others. These numbers indicate that despite global health concerns, consumers are thinking about the economy, and are motivated to support businesses in order to help preserve jobs. This concern reigns especially true for small businesses; many of which have already closed as a result of the pandemic.

Fortunately, there appear to be ways in which businesses can adjust marketing practices to capitalize on the growing public concern for the economy. Small businesses can encourage consumers to shop locally and seek out services from local businesses. Large chains can also find ways to connect with local businesses in order to serve the interests of the public. Business owners should express gratitude for customer loyalty by offering sales on goods and services or sending out periodic newsletters through their mailing lists. Most importantly, however, businesses of all sizes should make their customers feel comfortable by advertising safe business practices.

Consumers want to help, and appointment scheduling is a simple way to help people support businesses of all sizes with a conscience. For example, the majority of large supermarket chains and liquor stores have created delivery options through a variety of mobile applications, allowing people to shop for both essential and non-essential goods from a distance. Consumer demand, however, is simply too high for the average store to offer delivery services without requiring customers to schedule the delivery in advance. Appointment scheduling can be a great help, and encourage constant customer engagement with these types of services.

Prepare for lasting changes

As governments begin to roll out COVID-19 vaccines, it appears that the end of the pandemic is near. However, there is no reason to expect that the changes in consumer behavior will return to normal once we have come out on the other side of this public health crisis. Statistics, current consumer behavior, and historical references indicate that the majority of consumers will proceed to shop and utilize public services with sanitation and social distancing in mind. It could take years before businesses can operate the way that they used to, if ever. For this reason, even businesses that are behind on implementing new, health-conscious practices should seek out alternative ways to operate. Investing in a reliable online scheduling solution is as important as ever, even with the end of the Coronavirus outbreak in sight.

Embrace the new focus on technology

Modern technology has been evolving at a staggering rate in the past few decades, however, the COVID-19 outbreak has created even more reliance on digital technology as a way of connecting safely, and taking care of one’s mental health. People are leaning on video conferencing applications, social media, and greater website engagement as a way of staying entertained, distracted, connected to friends and family, and informed about the changing state of affairs across the globe.

As a result of growing reliance on digital technology, consumers have higher expectations of their favorite business and their online presence. Customers expect businesses to constantly update their social media accounts and websites to keep them informed on changing business practices, hours of operation, and sanitation methods. Additionally, consumers expect to be able to take advantage of business offerings for the most part, if not entirely online. This includes online shopping, delivery tracking, meetings via video conferencing, chatbot integration, online events, and other creative digital solutions. Most importantly, consumers expect to be able to schedule all necessary appointments, reservations, and other forms of time blocking entirely online. For businesses to stay relevant in this increasingly complex online environment, implementing an online scheduling solution with a simple interface should be a priority.

Changes in the workplace

Many business owners have closed their office doors and encouraged employees to work from home. This change has proven to increase productivity and morale among employees, resulting in the possibility of permanent remote work. If this is the case for your business, it will be important to find reliable online tools that help keep people on task and allow them to schedule virtual meetings when necessary. Implementing a scheduling solution for your employees may be the best way to prepare for this permanent change. Our team of developers at OnSched can help you seamlessly integrate our API into your website so that your employees have the tools they need to stay connected and maintain a high level of productivity.

The takeaway

All businesses have been forced to adapt to changing consumer needs since the outbreak of COVID-19, and it appears that many of these changes will be long-lasting, if not permanent. To keep up with these changes in the market, it is important for business owners to understand the health and economic concerns of their clientele. This means that businesses should be communicating their methods of sanitation and social distancing, making it as easy as possible for customers to continue shopping or seeking out services with a clear conscience. Additionally, businesses should acknowledge the higher expectation to maintain an online presence by implementing new digital technology into their business practices. This will not only allow customers to utilize goods and services in a modern way, but it will also allow employees to continue working from home when possible. One of the best ways to address all of these new areas of concern following the pandemic is to implement a reliable scheduling solution that keeps employees and clientele safe, connected, and organized.

Contact Us Today

OnSched offers North America’s leading online appointment scheduling solution, featuring 100% white-labeling, time zone sensitivity, calendar syncing, and much more. Business owners can test our API in our sandbox environment to get a sense of our product before beginning the integration process. Allow us to help your business adapt to the new normal by contacting us today!