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For CMO Professionals

To Win And Retain Consumers During The Pandemic, Start With Empathy

Demonstrate Empathy By Designing For Unique Customer Risk Profiles

December 17, 2020

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Why Read This Report

Within the COVID-19 crisis are the seeds of transformation: The boldest leaders will not only adapt their businesses; they will use insights to get closer to their consumers and understand their needs during these times of immense change. We apply Forrester's Consumer Risk Perception Framework to reveal what customers expect from brands and why. We also highlight examples that show how leading brands are changing to meet customers' expectations.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Empathy Is The Cornerstone Of Recovery From The Global Pandemic
  • Understand Four Consumer Risk Profiles To Engage Empathetically
  • Recommendations

  • Use Empathy As The Foundation For Trust And Loyalty
  • Supplemental Material
  • Related Research Documents

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