德勤发布了最新的CMO报告“Covid-19和营销”。有充分的证据表明，由于新冠肺炎的大流行，客户的行为已经发生了变化。
毫无疑问，对于几乎所有的受访者（97%）来说，最明显的变化是面对面营销参与度的降低，无论是在销售、参观商店还是在商展上。
随着面对面参与的减少，85%的首席营销官（CMO）对大流行期间推出的新数字产品的开放程度有所提高；84%的CMO则见证了数字体验的价值增加。
过去，美国消费者信任那些重视社会责任而不仅仅是利润的公司。因此，8/10的CMO（79%）对公司“行善”的尝试有了更多的认可。而且，虽然B2B公司一直在齐心协力将目标作为全公司倡议的一部分，但B2C公司比B2B公司更可能经历了客户行为的改变。
约2/3的受访者（65%）报告说，他们的产品和服务吸引了新客户。CMO还注意到，消费者不太可能购买（67%），也不愿支付全价（43%）。
在较小的程度上，CMO也提到忠诚度较低（25%），在线购买的可能性较低（24%），对隐私的担忧较弱（24%）等问题。
CMO乐观地认为，在大流行期间看到的几个消费者行为变化将在6-12个月内恢复正常。事实上，最大比例的受访者认为，不愿全额支付（38.5%）、购买可能性较低（37.7%）和忠诚度较低（36.4%）等行为将在这段时间内恢复到大流行前的水平，而不是在6个月或一年以后恢复。
Deloitte released the latest CMO report "Covid-19 and Marketing". There is ample evidence that the behavior of customers has changed due to the COVID-19 pandemic.
Undoubtedly, for almost all respondents (97%), the most obvious change is the reduction in face-to-face marketing engagement, whether in sales, store visits or trade shows.
As face-to-face participation decreases, 85% of chief marketing officers (CMOs) have become more open to new digital products launched during the pandemic; 84% of CMOs have witnessed an increase in the value of digital experiences.
In the past, American consumers trusted companies that valued social responsibility rather than just profit. Therefore, 8 out of 10 CMOs (79%) have more recognition of the company's attempts to "do good". And, while B2B companies have been working together to make goals as part of a company-wide initiative, B2C companies are more likely to experience changes in customer behavior than B2B companies.
About two-thirds of respondents (65%) reported that their products and services have attracted new customers. The CMO also noted that consumers are unlikely to buy (67%) and are unwilling to pay the full price (43%).
To a lesser extent, CMOs also mentioned issues such as low loyalty (25%), low probability of online purchase (24%), and weak privacy concerns (24%).
The CMO is optimistic that the several consumer behavior changes seen during the pandemic will return to normal within 6-12 months. In fact, the largest percentage of respondents believe that behaviors such as unwillingness to pay in full (38.5%), low purchase probability (37.7%), and low loyalty (36.4%) will return to the highest level during this period The level before the epidemic, rather than recovering after 6 months or a year.
