Posted by Simon Taylor - 24 July, 2020
How much is customer behaviour really changing?
This week, we sent Andy Soloman out in to his local town, to see just how much the consumer environment is changing, and to report back in video.
Here's Andy's analysis of the impact Coronavirus and social restrictions are having on our high streets and the way people are now choosing to interact with businesses. It's a quick 4 minute summary, so take a look and let us know what you think the ongoing impact will be.
The evidence is clear to see in reduced footfall, in the main driven by social distancing and safety measures, but also a desire to avoid the inconvenience of queues and masks. Unsurprisingly people are choosing to shop and engage with businesses from the safety and comfort of their own homes and offices.
The converse reaction is of course a huge surge in online behaviour, whether for e-commerce shopping or customer support. Every sector whether financial services, estate agents or retail stores, B2C or B2B, are all experiencing high online traffic.
The challenge for all is adapting to new sales and service models that are able to deliver to customers in new ways, and that means predominantly online. Investing in digital infrastructure, especially online engagement channels is now the number one priority for all businesses who need to survive, or better still take advantage of market conditions driven by changing customer behaviour.