Retail
February 1, 2021
Seventy-five percent of U.S. consumers have tried different stores, websites or brands during the COVID-19 pandemic. Image credit: Getty
By Nora Howe
U.S. retailers are overlooking valuable opportunities to engage their customers and inspire loyalty through the post-purchase customer journey, from checkout to delivery and returns, according to a new report.
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","iv":"755c5a51cffa07d0ce6fb16eb2e22be1","s":"54e96e78667b861a"}
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