The document discusses consumer online shopping behavior with reference to Flipkart. It covers how consumers prefer to receive product information, the different types of buying behaviors, and factors that influence consumer decisions. Marketers play an important role in marketing programs by conducting research, designing strategies, and advertising. Measuring post-purchase behavior and ensuring positive customer experiences are also discussed. The effects of the COVID-19 pandemic on e-commerce are addressed, along with trends that will shape the future of online shopping.

1. Bhagyashree Toraskar 12
Abhishek Kharvi 04
Prajakta Mane
23
Bhawana Upadhayay, 13
How has the corona
virus pandemic
changed online
consumer shopping
behaviour?
Group No 3
Group No 3

2.  Introduction
 How do consumers prefer to receive information about the products and service offered in each of these
industry categories?
 Consumer evaluation procedure of choices
 Types of buying behaviour involved in each of these industry products.
 Marketer’s role in developing an effective marketing program for the target market
 How do consumers judge product quality relative to competition in each of these industries?
 Post purchase behaviour of consumers in each of these industries
 How new-product marketers should help consumers move through each stage in buying behaviour.
 Consumer Attitudes & Beliefs
 Conclusion
INDEX

3. • An ecommerce portal helps
marketers turn leads into sales.
The platform manages the
interactions between customers
and suppliers for your business.
Flipkart.:
Homegrown online shopping site.
Flipkart is an Indian based e-
commerce venture and over the
years, it has garnered a lot of
interest in the minds of Indian
consumers. ...

4. How do consumers prefer to receive information about the products and service
offered?
 Email/SMS/WhatsApp Alerts
 Blogs
 Campaigns
 Social Media Marketing
 Influencer Marketing
 Print Media
 Tie ups with delivery partners or third-party app

5. 7 crucial elements for an ecommerce website

7. How Flipkart works?

8. Why people choose Flipkart?
24*7 Customer
support service
Price reduction or
discounted price
Better Search
Engine
Optimization
Advance
advertising and
promotion
Multiple payment
method
EMI option
availability & Pay
later option 0%
interest.
E voucher and e-
gifts
Increasing internet
knowledge in the
small cities
Penetration in the
small cities
Delivery to remote
areas
Positive perception
about online
transaction
Fast Return Policies

9. Customer evaluation procedure of choices
Brand
Price
Social media
marketing
Availability Quality Discount Influencers
Reviews Word of mouth Learnings Product
popularity
Quantity

10. Types of buying behavior on ecommerce portal
1) Extended Decision Buying Behavior -Making occurs when consumers are buying a rather expensive
product. Then consumer do in depth detailing regarding the product.
2) Limited Decision Buying Behavior -Making, consumers are faced with limited decision making. This
essentially means that there is a limiting variety or availability of this product on the market.
3) Habitual Buying Behavior plays a big role in our daily routine. We do not put a lot of thought or research
into buying a product that is incredibly cheap and available in masses, at the same time.
4) Variety-Seeking Buying Behavior You display this type of purchase behaviour when there are visible
differences between a product within the existing brands. You, as a consumer, might want to try out a similar
product of various brands out of curiosity.

11. How would you measure the customer’s behavior towards e shopping
5 Methods to Measure and Develop the Online Shopping Experience
1.Online Feedback Forums.
2.Structured Research Tasks.
3.Digital Customer Satisfaction Tracking.
4.Digital Consumer Panels.
5.Social Media Monitoring.

12. 5 Factors Influencing Consumer Behavior with reference to Flipkart

13. Factors Influencing Consumer Behavior with reference to e Commerce industry

14. Marketer’s role in developing an effective marketing program
A marketer acts as a link between the product and the customer.
They are responsible for improving the public relations of the company.
Top Role and Responsibilities
 Market research - There are 3 sectors of market research which are
- Market information
- Market segmentation
- Market trends
 Designing a strategy – Some of the decision to form a marketing strategy are basis
- Route to follow for groundbreaking entry in the market
- Overall demand and supply for a particular product in the market
- Best time for the entry of the product in the market
- How to advertise a product
 Advertising – Marketers are responsible marketing ad for the product promotion and also he medium for promotion.

15. Marketer’s role in developing an effective marketing program
 Responsible for Sales - The job of the marketer makes a direct impact on the sales of the company. a satisfied
customer and a profitable firm are what keeps the marketer in demand.
 Public Relation - Marketers are responsible for improving the public relations of the company. They are constantly
required to communicate the company’s product policy with the customers, in order to generate hype in the market.

16. 5 Reasons you need, post purchase content
Reduce returns
Reduce customer service questions
Minimize service costs
Diminish potential bad word of mouth
Retain future sales

17. Post purchase behavior
Negative
• lack of repeat purchase or
recommendations to other
consumers
• potentially damaging to the
reputation and future sales
of the product
• Types of negative post-purchase
behavior:
Negative word-of-mouth
Rumor
Complaint behavior
• Customer will write bad review
Positive
• Customer loyalty: a feeling of
“commitment” on the part of the
consumer to a product, brand, marketer,
or outlet that results in high levels of
repeat purchase or outlet visit
• Will recommended it to any one
• Loyalty phases:
Cognitive (based on beliefs only)
Affective (like, based on repeated
satisfying use)
Action (strong readiness to act)
• Customer will write Positive review

18. Consumers online shopping behavior with reference to Flipkart

19. Which feature consumers like about Flipkart?

20. Which feature consumers do not like about Flipkart?

21. customer attraction with a wide range of
products categories:
• Electronic :
Mobile,Laptop,Speakers,Cameras
• Appliance:
TV,AC,Washing Machin, Refrigerator, home &
kitchen appliance
• Wear:
Cloths,Footwear,Watches, Accessories, Sports
and fitness store,Jewellery, Beauty and
grooming
• kids section: Baby Care Products,Toys
• Other: Food,Grocery, Books and media 2

22. During covid product categories
 Work from home categories
 Electronics
 Clothing
 Sports
 Refurbished Equipment
 Insurance with covid coverage
 Essentials
 Grocery

23. Example 1 - Grocery

24. Covid positive effect
Wide Product Variety:
In the global marketplace with an almost endless choice of brands and products to choose from, consumers
are not limited by the availability of specific products in their local town, city or country. The width and depth of
product sold through online traffic are unbeatable.
Lower Prices:
Online prices are typically lower than traditional store prices as less staff is required to manage an online shop
that unable owners to automate inventory management.
ECommerce sites can offer more discounts that are easier to claim.
Convenient and Safe:
online shopping is extremely more convenient and gives more control to consumers. In this COVID-19 pandemic
people can do shopping from their bedroom, without heaping out, wait in lines and all challenges that go along
with consumerism.

25. Covid positive effect
 Accessibility:
consumers can assess E Commerce services 24 hours a day.
They can place order, browse products and avail online services whenever they wish just by a touch of a button.
Even people living in remote areas can easily do shopping from their home. “Customers want to avoid stepping
out unless it’s very critical.
We are helping customers who are stuck in that situation, and we are able to play a small part in helping (cater)
to their needs,” – Gopal Pillai, Vice President for Seller Services at Amazon India.
 Saves Time:
63% of consumers start their shopping journey online.
.As it provides massive time savings to the consumers in this busy life.
No need to shop in stores, wait in lines and then come back home as you can buy product range at lower prices
from the comfort of home.

26. Covid negative effect
Increased Competition:
Increased usage of online traffic due to COVID-19, E Commerce platform is filled with competitive businesses
Profiling Fraudulent Users:
Online shopping tools helps in recognizing fraudulent users across different platform .This also create hurdles in
working of online Commerce in this panic age. It is challenging time for E Commerce due to COVID-19.
Impacts on parcel delivery:
The majority of the respondents state that the COVID-19 situation has caused delays for parcel delivery

27. Q2 Q3 Q4
Q1
MILESTONE
• Research
• Demand Analysis
• Demographics
MILESTONE
• Evaluating
Competitors
• Brand Awareness
and Positioning
MILESTONE
• Follow marketing
plans Support
• sales and lead
generation efforts
MILESTONE
• Handle Public Relations
• Handle Reviews and Sales
• Gap Analysis
• Future strategies
How new- product marketers should help consumers move through each stage
in buying behavior

28. Top 3 factors affecting consumers attitudes and beliefs
Price – Price is a primary purchasing determinant for consumers. It acts as a motivator for consumers to
purchase online, since the prices occurs lower as compared to the conventional outlets.
Trust and security - Trust is an individual’s reliance on another party under conditions of dependence and
security promises fulfilment and confidence. Consumers consider security and trust as a main inhibiting factor
to adopt online purchase.
Convenience – Another critical motivating factor for consumers to make purchase online is convenience. The
purchase study focuses on two aspects of convenience, e-satisfaction and ease of use. Ease of use includes
saving time, site navigation, site speed, ease of ordering, payment process, accessibility, search facilities.
Satisfaction certainly depends on the ease of use.

29. The Future of Ecommerce is Frictionless, Experiential, and Everywhere
The trends identified here all point to three main objectives:
• Reducing friction in the buying (and selling) journey
• Creating rich brand experiences
• Selling anywhere and everywhere
Automation enables productivity and growth.
• The goal of automation is to accomplish a task with as little human
intervention as possible. That can mean anything from scheduling emails
in a CRM or marketing tool, using Zapier to automate tasks, or leveraging
advanced technology to help with hiring.
• In the context of future ecommerce trends, however, some of the
most talked about today are robotics and machine learning.
Future of ecommerce websites

30.  https://www.researchgate.net/publication/330904952_Consumer's_Online_Shopping_Behavior_with_Reference_to
_The_Flipkart
 https://www.researchgate.net/publication/357747064_PROJECT_TOPIC_NAME_-
_Factors_affecting_online_shopping_behavior-_with_reference_to_Flipkartcom
 https://www.medianama.com/2021/02/223-event-report-operations-ecommerce-post-covid/
 https://iide.co/case-studies/flipkart-marketing-strategy-case-study/
 http://www.cctfpn.com/2020/10/which-is-better-flipkart-or-amazon.html?m=1
 https://www.publicissapient.com/insights/11-trends-accelerating-the-future-of-e-commerce
 https://www.sana-commerce.com/blog/b2b-ecommerce-covid-19-challenges-opportunities/
 https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/1755/im_en_2
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 https://act-on.com/blog/5-key-differences-between-email-marketing-and-marketing-automation/
Reference