Five Phases for How Customer Behavior Changed in Response to COVID-19

Ofer Mintz ()
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Ofer Mintz: University of Technology Sydney

Chapter Chapter 3 in The Post-Pandemic Business Playbook, 2021, pp 19-47 from Springer

Abstract: Abstract COVID-19 resulted in five phases of change to customer behavior (i.e., panic, lockdown, re-opening, persistence, and the new normal). This chapter details how customer behavior changed in each phase by using industry research, customer quotes, and case studies. In addition, a set of questions are provided to guide firms on how to adapt to those changes in customer behavior.

Date: 2021
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DOI: 10.1007/978-981-16-5868-6_3

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