Insbesondere für Einzelhändler gewinnt der Onlinehandel jetzt oberste Priorität. Doch wenn Kundenbeziehungen zunehmend digitalisiert werden, bedeutet das auch: Eine respektvolle, authentische Kundenansprache ist jetzt wichtiger denn je.
With so many people confined to their homes, and with most physical retail closed, customers are increasingly looking to shop online, giving many businesses the opportunity to re-evaluate their digital set-up (or lack of).
After COVID-19, we will be in a different world. Businesses that have served communities and customers when they most needed it will be the survivors.
How ready would we be if Millennial and Gen‑Z customers stopped opening emails, just like they have in Japan?
Next year will finally see the customer experience overtake price as a retail brand’s biggest differentiator.
