In stable times, many consumer behaviours come from carrying out familiar activities on a routine basis. These familiar activities give consumers certainty and simplify decision-making. However, COVID-19 has disrupted these routines. For many, this has created a state of flux, or even panic, because no 'new normal' exists and there is a constant need to assess and navigate the environment as it shifts. Consequently, customer priorities, attitudes and behaviours are changing.

As individuals become more physically remote and isolated from one another, it does not necessarily follow that brands will also become more remote from customers. In fact, finding ways to keep close to their customers in these 'fluid' times is more important than ever, in order to continue to meet customers' needs and maintain strong relationships with them. This will enable them to put themselves in a stronger position for future-proofing by adapting and evolving with consumers so that they emerge together into the 'new normal', whatever and whenever that may be.

In this webinar, Ipsos will discuss three steps likely to be involved in strengthening customer relationships in these changing times, and how they can help to ensure brands develop along with customers throughout this crisis – and beyond:

• Understand: Ascertain the influencing factors and understand the impact of the crisis on customers and brands.
• Adapt: Identify how to best refocus customer experience measurement and management to meet changing needs and reallocate resources to address what truly matters, in the most cost-effective way possible.
• Anticipate: Identify how customers are adapting to changing environments and how new needs and behaviours are formed, to evolve the customer-brand interactions and relationships for the future.