Consumers point a new direction to retailers

The impact of COVID-19 on consumer needs and expectations is significant, with consumers being more thoughtful and selective in their decision-making. Consumers’ priorities move towards securing their health and safety first and expect retailers to enable them in doing so, by providing safe, fast, digital and effortless interactions. At the same time, feeling more vulnerable and less in control as they currently do, consumers communicate the importance of remaining ethical and displaying integrity, which tend to sharpen brand trust and cultivate brand loyalty. Our research provides insights to organisations in the Cyprus Retail Market in order to successfully adapt to the shifting consumer expectations.