Trends Report

COVID-19 Europe Outlook: Brands Must Adapt To Consumers’ New Focus On Values

April 30th, 2020
Thomas Husson, Vice President, Principal Analyst
Thomas Husson Vice President, Principal Analyst
Enza Iannopollo, Principal Analyst
Enza Iannopollo Principal Analyst

Summary

Social media’s transparency means that how European firms treat their customers and employees during the pandemic crisis will make or break brands as they try to recover. Ethical leaders will place their community and the environment first; European consumers will respond in kind. Link customer experience and employee experience now: How you lead your employees in terms of customer obsession and how you demonstrate a duty of care to your employees during the pandemic will resonate as it fades.

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