This was a trend that was always increasing but COVID accelerated things which, in turn, raised consumer expectations.
The trend is E-commerce.
A new study for TD Canada Trust says Canadians have become especially demanding on this front, even more demanding than the average American. Any company that cannot keep up in a digital world will be dumped by the majority of Canadian consumers, according to the study. It shows that our expectations have gone up as dramatically as the push for more E-commerce.
84-percent of those surveyed said they’d take their business elsewhere if their current supplier delivered a poor digital experience and nearly as many said: we’ve had to change to adopt new technology and those we do business with will have to do the same.
The study also looked at American attitudes, discovering that we are more likely to take a hard line with suppliers failing to keep up than our US counterparts.
And COVID has prompted Canadians to expand their digital commerce activities, including a willingness to conduct virtual doctor visits or to sign up for an on-line exercise session.