{"id":44358,"date":"2022-11-25T12:06:00","date_gmt":"2022-11-25T12:06:00","guid":{"rendered":"https:\/\/www.globallogic.com\/insights\/blogs\/6-aspects-of-retail-customer-experience-in-the-new-normal\/"},"modified":"2025-01-24T13:07:22","modified_gmt":"2025-01-24T13:07:22","slug":"aspects-of-retail-customer-experience-in-the-new-normal","status":"publish","type":"insightsection","link":"https:\/\/www.globallogic.com\/insights\/blogs\/aspects-of-retail-customer-experience-in-the-new-normal\/","title":{"rendered":"6 Aspects of Retail Customer Experience in the New Normal"},"content":{"rendered":"
Many retailers that started their \u201cdigital first\u201d initiatives before the pandemic had a clear advantage going into lockdowns over those who did not. There is much we can learn from the key characteristics of programs and initiatives that kept pace with changing customer needs and prioritized customer experience throughout the pandemic.\u00a0<\/span><\/p>\n

Retailers with a culture of innovation and agile thinking implemented improvements faster, communicated better, and ultimately outperformed competitors who were slower to respond to changing market conditions. In this post, we look at six aspects of the <\/span>retail customer experience<\/span><\/a> that emerged during COVID-19 lockdowns and may just stick around, to varying degrees.<\/span><\/p>\n

Why is Retail Customer Experience Important During Downturns?<\/h3>\n

Before we jump into each of the traits represented by the leading firms, why is customer experience such a factor during market downturns? We don\u2019t have to look too far into the past for the 2008 financial crisis. During that time frame, the results showed that customer experience leaders saw less negative impact, rebounded faster, and achieved three times the shareholder returns in the long run compared with market averages.<\/p>\n

McKinsey identified three characteristics of the most resilient companies post-2008 financial crisis:<\/p>\n