COVID-19 INSIGHTS: Communication and media
Businesses that understand and react to changing consumer needs and habits will emerge stronger from a crisis situation. Thus, we have just finished a large national representative research among 1,000 Danes, which will allow you and your company to act according to the changing needs and behaviour of tomorrow’s consumers. Disover some of our insights around communication and media.
Our interactions have changed abruptly. We are interacting less, and we are interacting differently.
Discover the full report and its insights.
As private and professional face to face conversations have declined by upwards of 60%, phone conversations with friends and family have increased by 46%, written communication such as e-mail, text, and chat is up by 22-27%, and Internet-based communication has seen an increase of around 46% for both private and professional use through alternatives such as Skype, Teams, or Zoom.
We might assume that this conveys a necessity rather than any profound behavioral change, but the digitalisation of behavior may turn out to be stickier than anticipated. Of those currently engaged in more private video calls, 47% expect to continue using this alternative more in the future; for online professional meetings, this is true of 40%. And the trend is gaining momentum outside of simple communications as well. Spurred by the pandemic, 11% now intend to conduct more of their banking via digital solutions in the future, 14% expect to rely more on e-commerce solutions, and 18% expect to displace the use of cinema, concerts, and other cultural offerings with digital alternatives in the home.
How do companies accommodate an increasingly digitalised demand space? We know at least one thing; simply going digital is not going to cut it. Companies need to safeguard an authentic and brand consistent consumer experience as part of the digital interaction, while at the same time not marginalizing the physical consumer, especially in a time when ease of information and comparability are enabling greater price sensitivity, fewer lock-in effects and, hence, easier product substitution.
