US online adults’ Consumer Energy Index scores have dropped on all four dimensions and show a shift toward isolation and distrust since March 2019. Per the COVID-19 pandemic, brand leaders looking to stay connected with their customers should:

  • Recognize that consumers aren’t eager to buy their next big thing.
  • Craft messages that match the emotional tenor of their customers in this moment.
  • Make earning trust their leading success metric.

Forrester Senior Analyst Anjali Lai is available for interviews to discuss further.