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":"3a59807ce0119094fbeceab4335394da","s":"c59c24b7e81f6a0c"}
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