Consumer behaviour seems to have changed for good across dimensions posing unforeseen challenges for businesses across the nation.
Across the globe, COVID-19 has impacted us at a primal level. Individuals are left wondering about the basic questions of survival – How do I protect myself and my family? How do I protect my livelihood? How do I protect my way of life?
India is grappling with immediate ramifications of this outbreak as well, leaving individuals with experiences that probably they would have never experienced before - social distancing, lockdown living, panic buying and restricted services.
This black swan event has accelerated change on five key customer dimensions:
- Digital customer journey
- Hyperlocal and online communities
- Healthy living
- Digital content consumption, and
- Consumers and the State
posing newer challenges for businesses across five key action areas -
- Re-baseline consumer insights
- Empathetic branding
- Digital Only
- Remote collaboration
- Virtualized sales and service