Building Trust in a Pandemic—What Can Retailers Do to Create Loyal Customers?


To sustain their business and market share, retailers have always had to focus on what consumers value.

In the late 2010s, with proliferating media channels, apps and content, what consumers came to value was:

Convenience—making it easy to use a service or shop for a product.

Connected experiences—making sure consumers come away from every touchpoint feeling that marketers understand them, how and when to reach them, and their needs.