I was recently speaking with a senior executive from a convenience store chain who told me that his company had an epiphany a few months after COVID-19 took hold in the U.S.: “We realized that our customers’ definition of ‘convenience’ had changed. So we had to change to meet that new set of expectations.”
Customers want personalized, convenient shopping experiences. In fact, according to Forrester, customers are 2.4 times more likely to stay loyal to brands that deliver a great experience. Brands and retailers need to rethink what it means to provide that level of service and convenience now that expectations have changed.
