By all accounts and measures, retailers have cause for optimism. Despite rising inflation, eCommerce sales grew 50% over the course of the pandemic, to the tune of nearly $870 billion. As this trend continues, consumers are poised to engage with their favorite brands unlike ever before.
While the industry has been invigorated by this pandemic-era growth, it’s also undergone structural change, where a long-running emphasis on exceptional customer experience has collided with unprecedented demand for digitally-driven options. Without embracing both, retailers risk alienating customers. But how, explicitly, are evolving expectations manifesting?
