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The past six months have proved that an effective customer experience strategy is more than a nice-to-have. For many multichannel and pureplay online brands, it’s underpinned survival during the pandemic. Those with the tactics, technology and tools to serve meaningful customer experiences have been able to rapidly adapt to changing consumer needs, while those without are being left behind.

Like almost everything else in 2020, Black Friday on 27th November will be different to previous years. Forget huge queues, red sale signs and frenzied crowds. This year, Black Friday will be almost entirely online. 

Did you know that two-thirds of a company’s profit relies on effectively engaging customers?

Customer engagement isn’t a fluffy marketing term. It’s a strategy proven to grow business and increase long-term revenue. As well as boosting your profit margins, engaging your customers could reduce churn rate and increase customer revenue by an average of 23%.

And that's before considering the impact of the pandemic. 

At the start of this year, most brands were steadily chugging along the track of business growth.

Then Covid hit and, almost overnight, sent some hurtling up a vertiginous track at lightning speed.

In our first blog in this series, we wrote about how Nest-Builder brands surged in online orders and referrals when the world entered lockdown. This week, we're exploring the brands consumers turned to once they'd stocked up on the essentials: the Stay-at-Home Heroes.