Supported by Epsilon & Avalara
Over the past year, there have been many enforced changes to how we have been able to do things. Stores were closed, restaurants shut, and our capacity for seeing anyone or doing anything severely restricted.
As a consequence, many online services saw huge demand, and the lockdowns just kept coming. People had to craft their behaviour around those services, sometimes to a greater extent than was usual for them, and in some cases for the first time ever.
However, this is not the same as saying ‘everything has changed now’, as it does broadly seem to be the case that the pandemic forced through an acceleration of existing trends, rather than inventing new ones entirely.
That said, there are some shifts in customer perception and behaviour that are worthy of note, as they do suggest some subtle changes in strategy, service and experience should be considered. This report focuses on five of these elements, which all formed part of IMRG’s Customer Experience Live event, held virtually on 9-10th June.