Although it shares many logistical challenges with other industries, what sets retail apart is its need to meet ever-more-demanding customer expectations across multiple channels. As consumer buying patterns have shifted, consumer demands for service and convenience have increased. The COVID-19 pandemic has only accelerated this change by forcing retail customers to interact via nontraditional channels. And while the lingering impacts of the virus may remain uncertain in many other areas, the impact on consumer buying pattern behaviors is here to stay.
Michael Zimmerman, Balika Sonthalia, Matt Engel, Michael Zak