The global pandemic has forced the entire retail world to pivot to digital, whether the brand was ready or not. Some brands have been held back by tools, others by teams; some have simply been struggling to work out which products to prioritise and which tone to use in communicating with their customers.
To explore this further, The Retail Hive invited Insider to host a closed group of members to share their stories and key learnings during this time. The group comprised both retailers selling multiple brands, and mono brands in their own right, from discount pure plays to heritage luxury brands – all at various stages of their digital journey.
The discussion explored how participants were creating new customer journeys for their “Covid Customers”, whilst still providing a quality customer experience for their existing clients. We have summarised the discussion which includes real time member stories, learnings and advice.
To read more, download the report to view the full findings. Thank you to our recommended partner for moderating the discussion: