The New Normal: Meeting and Exceeding Customer Expectations
COVID-19 has had a profound impact on consumer expectations and demands, driven by an accelerated shift to digital. Consider that worldwide retail ecommerce sales grew by nearly 28% in 2020, while total retail sales declined by 3%.
This report explores the technology-enabled consumer trends emerging from this shift, based on exclusive research into their expectations and retailers’ ability to meet them. These are the trends that retailers should focus on to mitigate risk, manage resilience and build for recovery through 2021. They are:
- The ability to fulfil online growth;
- A single inventory view; and,
- Recognising what’s relevant to customers.
The report also looks at some tech basics that will help you power ahead by creating more personal, engaging and profitable customer experiences.
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