The impacts of the global coronavirus pandemic are widespread, and they are already being felt in the values and actions of consumers. Customer experience is a reflection of what matters to consumers, but those values are changing and greatly affecting all industries. This week we saw three stories of how consumers are changing and the long-term impacts of COVID-19.
More than any other issue, customers are concerned about their privacy. Recent laws like GDPR and the CCPA indicate that consumers want to be in control of their data because they don’t trust how companies are handling it. Research shows that 79% of consumers are concerned about data security and privacy issues, and multiple surveys have found it to be the biggest cause for concern for consumers, especially as the number and severity of data breaches increases. That means it should also be top of mind for companies and that they need to continually re-evaluate and update their data privacy policies and strategies.