Retailers, welcome to the new COVID-19 world

“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

 As shops start to re-open, we are dealing with the biggest retail shake-up in a century. Customers are returning, 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.