COVID-19 has forced structural change in how retailers serve their customers.

The global pandemic forced retailers across the country to weigh options in serving customers. Uncertainty still exists in gauging how consumers may react to the COVID threat. Shopping habits have changed and will continue to evolve. Retailers must put in place processes to ensure employee and customer safety— whether that means new daily tasks, revised store layout, or operating hours. Compliance with individual state requirements complicates the task, and retailers face challenges in predicting customer-demand patterns and expectations.

In the critical fourth quarter and moving forward to 2021, customer experience strategies and approaches need to be responsive to the current environment.

Read the full alert from Keith Jelinek, Rick Maicki, Darren Morrison, and Michael Casey.