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Customer-centricity: Predictions for 2021 & beyond

A transformative 2020 has elevated the role of the customer in monumental ways, accelerating any preexisting imperatives that ladder up to business growth.

PepsiCo Q&A: CPG companies must digitally connect with customers

PepsiCo and other CPG brands are finding opportunity in the COVID-19 crisis to increase digital sales through omnichannel engagement.

Mike Schodowski

As e-commerce has accelerated, so had the demand for warehouse space. According to a report from CBRE, nearly 14 million square feet of big-box retail space in the U.S. has been converted to industrial space.

Retailers must have a flexible customer experience strategy to meet constantly evolving consumer expectations.

The concept of a healthy building isn’t new but has become increasingly relevant topic as retailers look to create healthier, safer and more differentiated shopping experiences.

Richard Armour, senior VP, e-commerce at The Michaels Companies, recently spoke with Chain Store Age about how the leading arts and crafts retailer quickly developed and introduced a wide variety of omnichannel offerings as COVID-19 necessitated store closings.

Under the pandemic’s ongoing public health and economic impact, retailers are being challenged to do everything possible to lower the risk of COVID-19 transmission in their indoor shopping areas and work environments.

Confounding dour predictions of soggy holiday sales — and defying COVID headwinds — America’s resilient shoppers drove the November-December holiday period to a record-breaking $768 billion in sales, a remarkable 8.6% leap from last year’s $707 billion. 

The more things change, the more retailers can find comfort in proven technologies.

Farla Efros and Antony Karabus

Despite the arrival of the vaccine, we expect the first half of 2021 to reflect a continuation of 2020’s acceleration toward digital and omnichannel as most shoppers remain at home.

Explosive growth in e-commerce has shaken up the retail industry, challenging traditional brands to find new ways to digitally engage customers.

A very unique year produced some technology-related developments in retail which will be applicable in 2021 and beyond.

Major United States metros have taken a huge hit from COVID-19. To get a view on the street in New York, we went to Ron Dickerman, the founder and president of Madison International Realty.

Many retailers have adjusted to the ongoing COVID-19 pandemic by committing to online-only sales and expanded sales periods.

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