Bridging the gap between digital and in-store customers
Covid has upended the Retail industry. Global lockdowns forced traditionally brick-and-mortar companies to take their operations fully digital. To compete within their markets, brands had to adapt their marketing and customer experience strategies to an e-commerce surge that’s still happening in 2021.
Universal retail is a strategy for retailers to bridge the gap between digitally native customers they acquired online and customers they acquired in store. To achieve universal retail in 2021 and beyond, brands are building hybrid physical-digital retail experiences that anticipate the specific items customers want and the way they want to purchase them.
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