The Digital Shift: Consumer Trust

Realities brought on by the COVID-19 pandemic have led consumers to embrace digital ways to shop and pay, ranging from mobile order-ahead and curbside pickup features to paying in-store using digital wallets and QR codes. Meeting the newfound need for digital options requires retailers to translate their shopping experiences online in a way that fosters trust and loyalty. This makes it imperative for merchants to equip their physical and digital channels with innovative features that not only facilitate a secure and friction-free shopping experience but also help them turn buyers into loyal customers through the pandemic and beyond. A PYMNTS and Amazon Pay collaboration
Inside the Playbook:
  • 85 percent: Portion of consumers for whom trust is “very” or “extremely” important when deciding where to shop
  • 46 percent: Share of consumers who now use contactless payment methods
  • 35 percent: Portion of consumers who would like to use voice assistants to order lunch

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