Not that many years ago, few people in retail understood the importance of the e-commerce customer journey. Yes, retailers tracked buying habits. Some offered “recommended products” based on these habits. Others created reward programs for frequent shoppers. But the customer journey was most often defined by each of the silos that made up an e-commerce transaction.
That is changing, in no small part because of the COVID-19 pandemic. What the pandemic has taught retailers is that even if they...
https://www.freightwaves.com/news/e-commerce-logistics-success-starts-before-the-customer-hits-buy