Post-Covid strategies for brands: customer loyalty and retention

Clare Lawson

Through the COVID-19 pandemic, systemic changes have occurred in terms of how brands manage long term customer relationships.

The pandemic has brought about a paradigm shift for brands, customers, and marketers alike. However, we are no longer in a state of chaos or inertia – we are more used to constantly adapting, with systemic changes occurring in how we manage long term customer relationships.

At only 18 months on, we can start to quantify the impact of the pandemic. Use of traditional channels has decreased 16% in 18 months, with in-person alone seeing a decline of 30%.1 Digital sales are growing by 15% in 2021, with that trend set to continue.2

Perhaps one of the...

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