Retention And Privacy Usher In A New Wave Of Customer-Centric Strategies
In 2020, retailers clamored to answer an ecommerce surge and, with it, consumers’ heightened demands for efficiency, ease, privacy and personalized experiences. Our robust June 2021 survey of 104 high-level retail and brand marketing leaders looks at what changes digital-first and incumbent retailers made to keep up with the new demands of today’s customers.
In short, they are not going back to pre-Covid budgets and strategies dominated by customer acquisition. Now more than ever, the focus seems to be on retention and loyalty.
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