How COVID-19 Transformed Commerce

Physical stores have been particularly contentious during the pandemic. Grocery shopping went from ordinary task to burdensome undertaking. Mask-wearing consumers were met with empty shelves and long lines. Battles over toilet paper and disinfectant spray made headlines. It led many consumers to simply shop from home — even if it was their first time.

In the first eight weeks of the pandemic, e-commerce penetration in the United States rose from 16% of all sales to 27%. This paradigm shift led brands and retailers of all types to finally double down on building new, direct channels that look more like direct-to-consumer upstarts. They have upgraded their customer experience “stack” — both online and offline. They are shifting attention towards lifetime value rather than one-off transactions. 

The bottom line: Customer-centric brands are leveraging more digital channels and tactics to build stronger relationships and create recurring revenue – embarking on a new journey towards Relationship Commerce.

In our latest ebook, we’ll:

• Explain how COVID-19 has accelerated recurring revenue in unexpected verticals; 
• Share the biggest mistakes brands are making
• Offer tips on shifting consumers to longer-term relationships
• Break down the best KPIs to measure long-term performance.

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