“Retail reimagined: The new era for customer experience” report examines the ways the global pandemic has altered consumer behavior, comparing responses from both before and during the shutdowns. Surveying more than 2,500 consumers in the US, the UK, France, and Germany in early March and again in mid-June, we observed three emerging consumer trends:
- Shoppers’ strong preference for tech-forward services
- A weakening of brand loyalty
- A new premium on safety and convenience