How to attract, engage and retain the 2021 consumer
Consumer behaviour generally evolves in small increments over long periods of time, but the COVID-19 pandemic led to rapid and irreversible behavioural changes, seismically influencing consumer trends and accelerating the digital transformation of the customer experience.
Being digitally minded is therefore no longer the domain of ‘young people’ only, because in an isolated environment everyone learned to rely on digital means for everyday life to carry on: whether that was to connect, shop, work, learn, exercise and even be entertained.
So, the question is this:
What does this new consumer cohort really want and how can we as businesses deliver on that?
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