Rebuilding Retail in a Post-COVID World

by Global VP of Strategy Tim Morey & Team

Instead of advertising a standard product to all consumers, firms are increasingly providing thoughtful, memorable and convenient experiences—tailored to individual customers—that incorporate both online and offline elements.

On top of this ongoing transformation, the COVID pandemic has rapidly changed how consumers in many markets shop for both consumer goods (like fashion, groceries or electronics) and consumer services (like banking, insurance or financial services).

Although we will eventually leave COVID behind, the shift it has caused in expectations regarding the ease and seamlessness of consumer experiences will carry forward, making the tools and techniques of “online merged with offline” (OMO) retail even more valuable.

In this report, we’ll describe the foundations of successful OMO retail strategies and outline how companies can build and maintain trust with their customers.

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