The New Post-Pandemic Normal

The situations generated by the pandemic have given rise to many new trends that are changing consumer habits, such as this one reviewed in the article.

The New Normal: The ‘‘Phygital’’Customer Experience

• With an increasing tendency to lean towards everything digital, the Covid-19 pandemic has urged domestic and international industries to reimagine what consumer experience means for them.
• As per a recent McKinsey survey, although the physical experience of service is still valued by customers, they are now more than ever interested in contactless services, as approximately half of the survey respondents were willing to pay extra for this service.
• This polarized preference has paved the way for a ‘‘phygital’’ experience — a unique omnichannel approach that marries the convenience and immediacy of online with the interpersonal interaction of physical retail and services.

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