ABSTRACT
The world during the COVID-19 pandemic has witnessed massive changes in consumers’ choices, and in the way, businesses are responding to sustain their margins. The use of the Internet has grown significantly, particularly as means of communication, entertainment, and commercial exchanges. Covid-19 has accelerated the pace of digital transformation prioritizing digital infrastructure as the top policy agenda of the government. Today’s consumers are getting adapted to the online mutation and are demanding personalized offerings. However, this tremendous growth has been accompanied by rising apprehensions among business firms to sustain their bottom line. In response to the prominent structural changes in consumer behavior, business firms are adapting an omni-channel retail strategy and are improving their offerings and policies. This chapter throws light on the changing trends in consumer shopping behavior during the COVID-19 pandemic, the impact on businesses with special reference to the FMCG sector, the increasing role of e-grocers, online foods delivery 238providers and impact on taxi services in terms of the challenges they faced and their response to the change and finally addressing consumer privacy and security concerns in online shopping/booking orders. The chapter discusses the policy implication with respect to consumer and businesses adaptation to the New Normal.
