There is no question that the past several months have changed our habits as consumers, at times, causing us to pause and re-evaluate what is a necessary purchase vs. what is nice to have. In this new scenario, shopping experiences with brands who we feel connected to is now top of mind.
As a result, shoppers are demanding a highly relevant, personalized, and consistent experience across all channels. Customer acquisition costs are at an all-time high, and it only takes one bad experience to lose a hard-earned customer. However, retailers are challenged to differentiate the customer experiences at the very moment they need it without having a solid understanding of who their customers are and what they want. In the current situation, customers are also looking to the brands they know and trust to keep them safe and provide a sense of normality as we transition to the new next.