![]() ![]() ![]() Retailers and brands must align their offerings and capabilities with these new consumer expectations that have emerged from the crucible of COVID. Purpose-driven consumers, who choose products and brands based on how well they align to their values, now represent the largest segment (44%) of consumers. What’s more, consumers expect companies to cater to their needs and live up to their social and environmental responsibility claims. Shopping must be fast and efficient some of the time, rich and experiential other times, and always easy and intuitive. And they expect brands to do the same.Ĭonsumers no longer see online and offline shopping as distinct experiences-they expect everything to be connected all the time. They’ve found creative ways to adapt to extreme circumstances, using technology to navigate uncertainty in new ways. Consumers have been through the wringer-but they’ve been resilient. ![]()
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