Trends Report

The Consumer Behaviors That Will Endure After The Pandemic

Why Marketers Have Been Measuring The Wrong Things, And Which Insights Matter The Most This Year

March 31st, 2021
Anjali Lai, null
Anjali Lai
With contributors:
Mike Proulx , Lexie Lawhon , Rachel Birrell


As the world starts to recover, leaders are asking burning questions about consumers: Are changes here to stay? Which trends are fleeting; which are permanent? What is the new normal? While we heartily applaud leaders’ intention to lead with customer insight, thousands of global consumer surveys from the past 24 years tell us that these questions miss the larger picture. Consumers have always been in a state of flux; while the pandemic was unpredictable, consumer reactions are now unfolding along bigger, ongoing trajectories of change. Read this report to understand how consumer behavior is evolving and to identify the consumer insights that will matter most in the next 12 to 24 months.

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