If we have learned one thing from the past year, it’s that things can change in an instant — changes we thought we had years to prepare for, behaviors we assumed we’d stick to forever, expectations we have of ourselves and our organizations. This is true of the way we live, the way we work, and the way we shop and buy as consumers.
How E-Commerce Fits into Retail’s Post-Pandemic Future
New data from Ernst & Young suggests it will be an important part of the consumer experience — but not everything.
May 11, 2021
Summary.
The pandemic has changed consumer behavior in big and small ways — and retailers are responding in kind. Since the early days of the pandemic Ernst & Young has been tracking these shifting trends using the EY Future Consumer Index and EY embryonic platform, which show a significant and widespread industry shift toward e-commerce. In this article, the authors suggest that while e-commerce will continue to be an essential element of retail strategy, the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.
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Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Digital Intelligence . Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Excel in a world that's being continually transformed by technology.