The COVID-19 emergency has not only reshaped the way businesses operate, but has also greatly impacted the lives of consumers and the way they look at the world around them. A recent study from CX platform Rightpoint indicates that new customer generations have incorporated new factors such as convenience, sustainability and social consciousness in their consumption habits. This shift in consumer sensibilities makes brands revisit their strategies to adapt to this change, trend which is bound to become the new norm in the consumer industry,
examines how the health crisis has altered the products, channels and services consumers consider essential, and how this new consciousness will likely last beyond this year. Brands must keep up with these changes as well as deliver within the four C’s consumers now demand: convenience, caution, cause and community.