Customer experience in a new retail reality


The restrictions on physical distancing and face-to-face engagement during the COVID-19 era has taken a toll on consumer-oriented industries like retail. Some subsectors like food and essential supplies are overwhelmed with demand, while some non-essential categories like apparel and fashion faced demand scarcity.

As the new normal takes shape, consumer expectations and behaviors have also evolved in response to the changed conditions. However, it is necessary to answer one question, whether behaviors learned or reinforced during these times will continue beyond the crisis?

One evidence to support the continuity of this trend post-COVID is China, slowly returning to normal activity levels. The offline spending is taking time to reach the pre-COVID level whereas, shifts to the online channel are staying 15% higher than the pre-COVID level.

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