The pandemic remade retail. Stores shut their doors, many of them for good, and the shift away from physical shopping accelerated. All of this spelled great news for online retail giants like Amazon. But it left many legacy retailers scrambling.
In 2022, these retailers fought to win shoppers back, through a combination of old and very new school tactics according to Michael Levine, author of the best-selling business book broken windows broken business.
βCustomer service typical of the physical shopping experience will proliferate online, including concierge-style live chat services and new tech to accurately predict size and shopping habits. Offline, retailers will adopt white-glove return services, sending couriers to pick up unwanted items at shoppersβ doorsteps. And weβll see a growth of partnerships with external firms to do all of this, said Levine.