Before COVID-19, consumers never thought twice about going into a brick and mortar store to shop. And, in March, before most businesses closed their physical doors in an effort to flatten the curve, brands did everything they could to ensure consumers knew that they were taking proactive steps to handle the pandemic. But the customer experience has completely changed. For now, physical stores (of the non-essential nature) and human contact are no longer relevant, making digital interactions with customers more important than ever.
