Here’s a key takeaway from the pandemic’s effect on retail: online shopping is not a trend, but a set of behaviors that retailers must accommodate if they want to stay in the game. Outside-the-store options like online shopping, BOPUS, and curbside pickup are increasingly important to the customer experience. What’s more, consumers expect the same level of service online that they’d receive in a physical store. One poor experience with a retailer’s website or app can significantly affect a consumer’s impression of that brand.

This playbook by Ubiquity, a leader in the outsourcing space, examines consumer shopping behaviors and the ways in which the right partner can help a retailer scale its offerings. Content includes:

• How to accommodate a range of outside-the-store options 
• Reverse logistics to mimic the human experience
• When to build or outsource an integrated customer service platform

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