Sustaining Digital Commerce Growth in 2021

2020 has seen double-digit digital commerce growth. Stay-at-home orders have accelerated online shopping across sectors. In fact, Gartner’s Consumer Pandemic Attitudes and Behaviors Survey found nearly half of consumers have increased their frequency of online shopping in 2020. Nevertheless, digital commerce leaders must ask one critical question before entering into 2021.

How will you keep online buyers coming back?

Will a vaccine trigger a retraction in digital commerce? As markets respond to vaccine news with hopefulness, brands and retailers must rethink their digital strategies. It was one thing to offer online options to augment lost sales in your stores. But what will keep customers coming back to your site or app post-pandemic? While none of us knows exactly when “post-pandemic” will be, its best to start scenario planning now for new behavioral norms. When customers have a choice again, will they still choose to shop online and will they choose to do it with you?

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