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":"71f9713fa5bb773c105711e9f85e6ef9","s":"bf12dd9ca8c3308d"}
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