At the height of the “shutdown” that began in late February, retailers were very unsure how COVID-19 would impact their business, their employees’ lives as well as their personal lives. Many brands reduced print, cut expensive marketing programs, and went to remote working almost immediately. There is no overstating the overwhelming effects of the COVID-19 pandemic on our personal and professional lives. Now that we have nine months behind us, what have we learned? Well, the American consumer generally doesn’t stop shopping; they just shop differently. It’s vital to understand and recognize that your customers’ needs change during a disruption of this magnitude, and it’s incumbent on the brand to respond by fulfilling them in unique ways. When brands better understand the nuances of changing customer behavior, there is opportunity to react differently to drive a stronger position to offer relevant and timely merchandise messaging and thus drive stronger demand. Read the entire assessment at: https://cohereone.com/wp-content/uploads/2020/10/CH1-Web-Analytic-Trends-through-Sep-2020-V4.pdf?utm_medium=email&_hsmi=97834829&_hsenc=p2ANqtz--ajRGVYmJUx1IK214btnKyNtdBwwQX0Mg1LKSKPHHeTrbVpn9ygCUT_rM3QV7k7tKv1-A5ld_NZWXXaswXjD_g5v1Uiul5ODlxbl8QbcyQlIAUpqI&utm_content=97834829&utm_source=hs_email

Omnichannel success is all about breaking down barriers between channels and building cooperation. Every company that strives for omnichannel success is trying to change from being company-centric or channel-centric to being customer-centric. In a channel-centric company, one channel typically dominates the others. In this business model, the company is more important than the customer; everything revolves around improving sales and making more money for the company. Retailers think first and foremost of their stores; other channels are an afterthought. Pure-play catalog or ecommerce companies concentrate only on their method of selling. A customer-centric business is totally oriented toward the customer. Customers decide when, where, and how they wish to shop with the company. From the customer’s perspective: *The customers control the relationship. *Customer service is seamless across all channels. *Customers see a single face/identity/voice/brand from the company, regardless of channel. *Customers have the feeling that the company cares about them and works for their loyalty. *Most if not all merchandise is available from all selling channels.

Both Digital Commerce 360 and the National Retail Federation use 2024 sales as a starting point in their criteria for determining the top 10 U.S. retailers in 2025. Determining who the top 10 U.S. retailers are in 2025 depends on the criteria being used to compare them. After all, retailers sell in different ways through different channels. However, looking at retailers who rank based on annual global ecommerce sales, as well as by total domestic retail sales, shows just how vital online sales are to some of the industry’s most recognizable brands.