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Have your customers’ shopping habits changed post-pandemic? You’re not alone.
Over the past 12 months, we’ve seen unprecedented disruption in retail as stores closed or limited capacity, and shopping shifted online.
Fostering loyalty is vital at a moment when many consumers are breaking old habits and forming new ones. At the same time, as more consumers discover the endless array of products and services available online, maintaining their loyalty is becoming more difficult.
To understand consumers’ mindsets at this critical point in time, Clarus Commerce surveyed 2,500 U.S. consumers about their shopping habits and expectations for loyalty programs.
Building on the results of our 2019 and 2020 studies, the 2021 Premium Loyalty Data Study dives deep into the benefits customers expect and why, and how those expectations have changed throughout the COVID-19 pandemic.
These findings reveal: