Customer Week Report 2020

Supported by Epsilon-Conversant

Summary

From dealing with a surge in demand for e-scooters to addressing what growing interest in e-gaming means for their ad budget, UK brands and retailers have been pivoting like Torvill and Dean to keep up with consumers in recent months.

The coronavirus pandemic has caused unique and significant challenges for the industry. It temporarily shut down non-essential shops and turned many retailers into online pureplays overnight, meaning companies had to evolve to serve customers and keep their businesses alive.

Some retailers have thrived against this backdrop, but others – which may have already been on thin ice – have sunk. Certain sectors have benefited from people being at home in a lockdown environment, while others have found themselves superfluous in a world where consumers staying in and working from home became the new norm.

So, what are the consumer trends the retail industry has experienced in recent months? What have retailers learnt about their customers, how will they treat any new online shoppers they have picked during this period, and what will they do to convince people to return to their stores and websites now lockdown is lifted?

These questions and more made for key talking points during IMRG’s Customer Week, which ran online between 15-19 June in collaboration with eCommerce Expo and supported by headline sponsor, Epsilon Conversant.

This report provides highlights the key themes and gives retailers a chance to benchmark themselves against their industry peers as they consider how to keep customers happy post lockdown and during this ongoing global health emergency.

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