Five omnichannel shopping journeys have emerged as consumers hack the retail experience to find the right balance of value, confidence, enjoyment, efficiency and safety during the COVID-19 pandemic.
Nils Wagner, global lead for consumer research/retail at Facebook, the social networking giant, explained that shoppers are using a mix of online and in-store touchpoints to achieve their goals, which have been changed – likely for the long term – by the spread of the coronavirus.
He cited a few statistics in support of this claim:
- 82% of people had changed their shopping habits since COVID-19 began;
- four in ten are purchasing...