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“During this time of self-isolation and social distancing, we’re all learning new ways of living and shopping;”  Graham Bell, chief executive of B&Q

We are dealing with the biggest retail shake-up in a century. Customers are returning to stores slowly, but their shopping habits are different and the way they connect with brands has changed.

Lockdown, isolation and staying local have led to the emergence of new customer experience priorities, whether that’s safe store formats, compassionate service or the stronger emotional ties forged between brands and consumers during the crisis.

Take a look through the customer lens to understand how you can adapt to the new COVID-19 world:

- How to understand and adapt to the new COVID-19 customer

- The role of your in-store teams in meeting these new challenges

- How to drive loyalty to retain customers both old and new

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