凯捷（Capgemini）：2020年消费者和COVID9-消费产品和零售行业中的全球消费者情绪研究（英文版）（16页）.pdf

1、A P R I L 2 0 2 0 The consumer and COVID-19: Global consumer sentiment research in the consumer products and retail industry A s countries move along the COVID-19 curve, traditional shopping behavior is significantly disrupted and transformed: Uncertainty is high, many businesses are shut, and peopl

2、e are concerned about recession. With these recession concerns, they are keeping a closer eye on spending: customers are focusing on essential goods rather than lifestyle and leisure products, for example. At the same time, with lockdown measures in place around the world, there has been a surge in

3、the use of online channels. In this fast-changing and volatile environment, how can consumer products and retail organizations drive operational resilience and maintain their pre-crisis focus on customer relationships and engagement? To help answer those questions - and understand the impact of the

4、pandemic on short-term and mid-term consumer behaviors, we surveyed more than 11,000 consumers around the world. At the beginning of April 2020, we reached out to consumers across the US, UK, Germany, France, Netherlands, Sweden, Norway, Italy, Spain, India, and China. Drawing on that extensive rese

5、arch, this analysis focuses on three key consumer trends for consumer products and retail (CPR) organizations in the short- and mid-term: 1. Convenience: Appetite for online shopping and convenience will continue to accelerate post-lockdown 2. Health and safety: With consumers becoming more concerne

6、d about health and wellness, they will expect safer in-store and last-mile practices from CPR organizations in a post-pandemic scenario 3. Focus on purpose: CPR organizations that embody a sense of purpose and strong sustainability credentials will see greater consumer engagement. RESEARCH NOTE 1 So