--- title: Why the “new normal” in customer behavior is more than just a passing phase description: "Learn which shifts in customer behavior are here to stay based on insights from the book \"CRM Goes Digital\"." image: https://blog.digitall.com/hubfs/Blog%20Files/iStock-1318161251.jpg --- [![Logo\_Logo white](https://blog.digitall.com/hubfs/Logos/Logo_Logo%20white.svg) ![Logo\_Logo colored](https://blog.digitall.com/hs-fs/hubfs/Logos/Logo_Logo%20colored.png?width=400&height=54&name=Logo_Logo%20colored.png)](https://blog.digitall.com/) - [to the DIGITALL homepage](https://digitall.com/) - [English](https://blog.digitall.com/why-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase) - [Deutsch](https://blog.digitall.com/de/why-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase) - [English](https://blog.digitall.com/why-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase) - [Deutsch](https://blog.digitall.com/de/why-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase) - [to the DIGITALL homepage](https://digitall.com/) - Example Link - Example Link - Example Link # Why the “new normal” in customer behavior is more than just a passing phase By [Sabine Kirchem](https://blog.digitall.com/author/sabine-kirchem) on 11.09.2025 [CRM](https://blog.digitall.com/tag/crm) [Digitalisation](https://blog.digitall.com/tag/digitalisation) [CustomerManagement](https://blog.digitall.com/tag/customermanagement) [dCRM](https://blog.digitall.com/tag/dcrm) ![Featured Image](https://blog.digitall.com/hubfs/Blog%20Files/iStock-1318161251.jpg) 2 min read Pandemics undoubtedly affect health statistics, but they also change people's mindsets, particularly regarding consumer behavior. The chapter titled **“Customer Behavior in the New Normal: What Is Temporary and What Will Remain?”** highlights the significant shifts in habits and identifies which changes are here to stay. What I took away from the chapter: - Customers are making purchases more consciously, less frequently, and more purposefully. They remain more cautious even after the pandemic. - Online shopping has set new standards, but physical retailers can score points by offering services such as click & collect, check & reserve, or endless aisle options. - Regionality and Corporate Social Responsibility (CSR) have become increasingly important. Customers are paying more attention to the origins, values, and positioning of brands. - Self-service and automation are becoming the norm, but human contact remains crucial in exceptional situations. - Customer loyalty has returned, but in a new form: it is built on trust, transparency, and shared values rather than mere proximity. My conclusion: This chapter clearly demonstrates that customer expectations have shifted permanently. To maintain a close relationship with your customers, it is essential to engage in dialogue, listen actively, and consistently align your marketing, sales, and service decisions with their needs. 🔗 [To the book on Springer](https://link.springer.com/book/10.1007/978-3-658-45798-3) ***This blog post is based on the chapter „Customer Behavior in the New Normal: What Is Temporary and What Will Remain?“ by Sabine Kirchem and Juliane Waack from the book "CRM Goes Digital – Design and Use of Digital Customer Interface in Marketing, Sales and Service," published in 2024 by Springer Gabler Publishing House.*** Share: [![Share on Facebook](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Facebook.png)](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fblog.digitall.com%2Fwhy-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase) [![Share on Twitter](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Twitter.png)](https://twitter.com/intent/tweet?url=https%3A%2F%2Fblog.digitall.com%2Fwhy-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase&text=Why+the+%26ldquo%3Bnew+normal%26rdquo%3B+in+customer+behavior+is+more+than+just+a+passing+phase) [![Share on LinkedIn »](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Linkedin.png)](https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fblog.digitall.com%2Fwhy-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase&title=Why+the+%26ldquo%3Bnew+normal%26rdquo%3B+in+customer+behavior+is+more+than+just+a+passing+phase&summary==Learn+which+shifts+in+customer+behavior+are+here+to+stay+based+on+insights+from+the+book+%22CRM+Goes+Digital%22.%0A) [![Share on Xing »](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Xing.png)](https://www.xing.com/social/share/spi?url=https%3A%2F%2Fblog.digitall.com%2Fwhy-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase) [![Send via E-Mail»](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Email.png)](mailto:?subject=Why%20the%20“new%20normal”%20in%20customer%20behavior%20is%20more%20than%20just%20a%20passing%20phase&body=https%3A%2F%2Fblog.digitall.com%2Fwhy-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase) #### by [Sabine Kirchem](https://blog.digitall.com/author/sabine-kirchem) Sabine Kirchem is a Marketing, Brand, and Communications expert as well as a book author. She is enthused by innovation topics, current trends and technologies in the areas of digitalization, marketing and communications. [Back to Blog Starting Page](https://blog.digitall.com/) RSS-Feed:  [Subscribe to our Blog](https://global.digitall.com/blog-subscription?hsLang=en)     ### Posts by Tag - [Digitalization (55)](https://blog.digitall.com/tag/digitalization) - [Megatrends (27)](https://blog.digitall.com/tag/megatrends) - [CRM (22)](https://blog.digitall.com/tag/crm) - [CustomerManagement (22)](https://blog.digitall.com/tag/customermanagement) - [dCRM (22)](https://blog.digitall.com/tag/dcrm) - [Market Research (20)](https://blog.digitall.com/tag/market-research) - [Digitalisation (19)](https://blog.digitall.com/tag/digitalisation) - [Leadership & Inspiration (17)](https://blog.digitall.com/tag/leadership-inspiration) - [Values & Culture (14)](https://blog.digitall.com/tag/values-culture) - [Cyber Security (10)](https://blog.digitall.com/tag/cyber-security) See All ###### 2 min read #### [Why Customer Experience Is Becoming the Ultimate Competitive Edge](https://blog.digitall.com/why-customer-experience-is-becoming-the-ultimate-competitive-edge?hsLang=en) by Sabine Kirchem Products can be replaced, prices can be compared, but experiences last. In the chapter **“Customer...** ###### 2 min read #### [Why smart technologies are transforming relationships](https://blog.digitall.com/why-smart-technologies-are-transforming-relationships?hsLang=en) by Sabine Kirchem Customer Relationship Management (CRM) is no longer just a technical discipline but revolves around... ###### 1 min read #### [Why feedback is the biggest untapped resource in customer management](https://blog.digitall.com/why-feedback-is-the-biggest-untapped-resource-in-customer-management?hsLang=en) by Sabine Kirchem There's loads of data out there – but are we truly utilizing it? And more importantly, are we using... ##### Company [About Us](https://digitall.com/who-we-are) [Leadership](https://digitall.com/leadership) [News](https://digitall.com/news) [Careers](https://digitall.com/careers) [Contact us](https://digitall.com/contact-us) ##### Contact us **Germany** Reuterweg 49 60323 Frankfurt am Main +49 721 46 476-100 **Bulgaria** Business Park Sofia, Build. 15, 5. OG, 1766 Sofia +359 2 489 57 25 [![Logo\_Logo white](https://blog.digitall.com/hubfs/Logo_Logo%20white.svg)](https://www.digitall.com) - [Imprint](https://digitall.com/imprint) - [Privacy Policy](https://digitall.com/privacy-policy) © Copyright 2026, DIGITALL. ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Sabine Kirchem", "url" : "https://blog.digitall.com/author/sabine-kirchem" }, "dateModified" : "2025-09-11T06:00:01.258Z", "datePublished" : "2025-09-11T06:00:00.000Z", "headline" : "Why the “new normal” in customer behavior is more than just a passing phase", "image" : [ "https://blog.digitall.com/hubfs/Blog%20Files/iStock-1318161251.jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.digitall.com/why-the-new-normal-in-customer-behavior-is-more-than-just-a-passing-phase", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.digitall.com/hubfs/Logo_Logo%20colored_1.svg" }, "name" : "DIGITALL Nature Germany GmbH" } } ```