Human centricity is key for physical retail in 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.

We look through the customer lens to understand the lingering effects of COVID-19 and to analyse the steps retailers need to take to adapt and thrive in the months ahead.

How can you adapt to the new COVID-19 world?

In this report “Human centricity is key for physical retail in the new COVID-19 world” we’ll advise : 

  • 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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