How The Upcoming Holiday Season Could Define The ‘New Normal’ For Retailers

Many of the changes to consumer behavior that occurred at the onset of the COVID-19 crisis now appear to be permanent. Even as vaccination rates climb and in-person events resume, the habits that consumers developed over the course of the pandemic remain. In order to deliver optimal customer experiences in this “new normal,” businesses must adapt to these changes, which have created both new constraints and fresh opportunities for leaders who aren’t afraid to experiment.

For retail and consumer goods companies specifically, the upcoming holiday season will be perhaps the first big chance to test new engagement tactics and operational models in the quest toward differentiation. Data from Mastercard suggests that retail

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