COVID-19 has permanently changed consumer behaviour.
Accenture research shows that 95% of consumers are making significant and lasting changes to how they live, work and shop.
The retail industry felt the effects of COVID-19 more than most; retail is a hugely customer-centric industry, and consumers can be very demanding.
Today they expect an omnichannel and personalized experience, something the retail sector has spent the last 15 years or so building up to.
Retailers need to rapidly distinguish customer behaviour myths from the new realities, and adapt their strategies to meet changing consumer needs and add value.