Globally, a new consumer is emerging — one that is financially constrained, more advanced in
their use of digital technologies, more thoughtful and selective in their decision-making, and keen to see COVID-19 as an opportunity to reset values in the world.
The changes we’re seeing are likely not short term. Most consumers believe they will be living their lives very differently for the foreseeable future. Businesses will be faced with new challenges in this new reality. Our research identifies three areas to inform organizations' decisions and plans:
On average, 40 percent of respondents are financially constrained and are, therefore, reducing their discretionary spend. New and persistent consumer segments have emerged based on the economic and psychological impact of COVID-19. Those most affected (economically and psychologically) are less inclined to pay a premium for branded products or nice-to-have experiential factors, and are deferring non-essential purchases.
Organizations have responded to COVID-19 with high levels of innovation, including greater digital access to purchasing and customer support. Consumers of all ages are keen for this to continue.
Historically, trust was driven by whether organizations delivered on the brand promise. Now, trust is multidimensional and nuanced: trust that companies will continue to put the consumer’s needs first, trust that the consumer will be safe dealing with them and trust that their data will be secure and protected. In addition, younger respondents are concerned about a company’s environmental and social practices.