Why Does It Take A Crisis For Retailers To Get Innovative?

During the COVID-19 crisis we are experiencing tremendous innovation and experimentation on the part of just about every retailer. From curbside pick-up (and other forms of “contact-less” delivery), to appointment shopping, to the overall hyper-growth of e-commerce, and more, we’ve scarcely seen so much change in such a short period of time.

In particular, many are applauding legacy retailers for embracing the notion that most customer journeys are digitally-driven and that online shopping and brick-and-mortar stores can work in tandem to produce remarkable results.