‘The era of Covid-forgiveness is over – retail must put service at the top of the agenda’


Shoppers were willing to put up with lower standards of service while they and the retailers they relied on navigated the health emergency. But now, as conditions normalise, they expect better. Good service will increasingly characterise retail success but a poor experience will be punished, argues Luke Tugby.

Almost two years have passed since the coronavirus crisis gripped the UK, yet there is a concerning trend that retailers appear unwilling, or perhaps unable, to rectify. 


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