Under the influence of the COVID-19 outbreak, many enterprises find themselves faced with an unprecedented challenge: they are losing touch with their customers.
Professor Jin Liyin from Fudan University School of Management warns that although the epidemic is gradually receding, changes in consumer behavior can be huge and irreversible. Traditional customer community management and selling the same products as before may no longer work, which leaves the enterprises no choice but to migrate their customers online.
After going through the epidemic, the consumers tend to care more about the cost performance of a product; they are more inclined to shop offline in pursuit of the real-person experience; and they are more willing to pay for culture and arts so as to find consolation. Therefore, adjustments in product design and customer experience design may be necessary.
