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":"eb6638ec43aad5ec299736fa851a8d4c","s":"23228833d1f51a86"}
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