The pandemic has created “reimagined” consumers who are actively changing their habits and creating opportunities for brands to reset strategies and meet new customer expectations, according to Accenture’s Michelle Grujin.

Why it matters

Retailers have invested considerably to meet the needs of consumers throughout the pandemic and when planning for post-pandemic growth, they need to understand the risk and rewards of retaining or losing certain customer experiences as they reengineer offerings for financial sustainability or drop lockdown provisions that have less value.

Takeaways

• COVID-19 has re-evaluated Australians’ values and purpose, driving a consequential shift in their buying motivations....