CX consulting firm ONR has released new data on the ways customers and businesses have transformed their behaviour based on their experiences in the ongoing COVID-19 pandemic.
The study looks into how the commercial relationships between consumers and businesses will evolve post-COVID-19, with ONR expecting loyalty to be of increased significance as customers seek out brands they can trust. On the business side, companies will invest in custom customer facing solutions in order to cater to new needs in the customer journey.
"There is no denying the systemic changes and reset in consumer behaviours and business operations that have developed during the pandemic," said ONR CEO Jason Ten-Pow. "One of the key questions to answer is how business will adapt to these seismic shifts.”
Pointing to consumer uncertainty due to the emergence of the Delta Variant, ONR said businesses were focusing on health and wellness in the service experience – a trend which it expected to persist. It forecast that understanding what trends would continue post-pandemic would be a continuing challenger for companies.
Among the other findings were that: