Organisations that have invested in superior customer experiences, following the shock of the coronavirus outbreak, have emerged stronger than they did before it began. It is thought that these brands have seen triple cumulative shareholder returns against other companies, according to analysis.
These figures are despite very volatile retail performance at the time, with April 2020 seeing the largest drop in US retail sales ever recorded. Fifty percent of American households were reported to be actively reducing their household spend, while a further 20% abandoned past brand loyalty in favour of others that were more convenient, inexpensive or had better stock availability.
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