The shift in consumer behaviour is likely to become permanent.
COVID-19 has brought about significant changes in customer behaviour. New generation consumers are empowered due to easy access to information and overwhelming choices. This piece argues businesses should recognise these shifts and understand the actions of individual customers to deliver seamless customer experience.
Brands can use customer insights to better understand and engage with new customers. But, businesses should ensure privacy while utilising customer data to prevent churn and forge long-term relationships. Maintaining transparency in the usage of customers' personal information can also help brands maintain trust and loyalty.
Marketers can also leverage customer insights to collaborate with other companies that are relevant to their customer base. These complementary partnerships can mutually benefit both the businesses and help provide more value to customers.
[4 minute read]