Even before the outbreak of the COVID-19 pandemic, the way customers interacted with businesses was already undergoing several changes. Eventually, the pandemic led to an unavoidable shift to a low-contact environment. This new environment is undoubtedly and rapidly changing the way customers behave across all spheres of life – whether it is in terms of working style, entertainment, and recreation as well as modes of shopping. Some of these changes are here to stay in the long run; businesses would do well to identify these changes quickly and match pace with changing preferences to stay competitive in the next normal.
CMO Playbook: Customer Retention
