Posted by Simon Taylor - 19 June, 2020
A huge side effect of Coronavirus is the rampant debate about whether changes in customer behaviours will be permanent.
Every day in industry press, and on Zoom calls everywhere, eager opinions are expressed, either denying or championing potential changes in customer behaviour. Everyone has a view on what the customer thinks, or is going to do next. But how solid is the evidence behind that view?
My take-away from Rowan's article is this: Coronavirus will have created lasting changes in customer behaviour based upon new expectations. Expectations that were formed from new experiences they were forced to try as a consequence of lockdown, etc.
The key is to avoid the headline debates, and instead talk to customers frequently, and in high volumes, to truly understand how underlying behaviour is changing over time. Only that way will you deliver against evolved customer expectations, and really move your business forward.