How COVID-19 Is Shifting Job Responsibilities for Samsung Employees: E-commerce
Customers are seeing products, solutions, and services through a new lens – a lens that is continuing to evolve and likely to have a lasting effect on long-term behavioral trends.
As part of a Q&A series, Samsung employees across business areas share their views on what customers’ new expectations, needs and priorities are; how they plan to meet their evolved demands; and which habits are here to stay.
Name: Edward Billmaier [LinkedIn]
Title: Director, E-commerce Order Support
Location: 1.5 years
1. Has your customer’s expectations, behaviors, and priorities evolved in this new environment? If so, how?
During the early days of the pandemic when state-issued stay-at-home orders and lockdowns were first put in place, we saw a dramatic shift in the purchase behaviors of our customers on Samsung.com. Consumers were shopping with a heightened awareness of their home environment and we saw an uptick in Chromebooks and computer monitors to fulfill remote working and learning needs. And then as the impact of COVID-19 continued to unfold, we experienced a major increase in online purchases of complex products, such as TVs and home appliances.