How COVID-19 is Changing the Customer Experience in Retail

By Ron Lutz for Retail Customer Experience

COVID-19 is changing the customer experience in retail


Significant shifts in the shopper mindset as retailers move forward

Covid-19 has created a shift in business priorities, with savvy retailers recognizing the importance of pushing aside growth in favor of customer loyalty. Specifically, retailers are adopting a "we're all in this together" mentality to create customer experiences unlike anything seen in the past.



Ron Lutz
EVP, Chief Retail Officer
Ron Lutz, who recently retired from Miller Zell, built his career by guiding retailers through transformational growth and change. With over 35 years of leadership experience, his focus while at Miler Zell was acting as the voice of the customer as chief retail officer. Before joining Miller Zell, he was a VP for Lowe’s, focusing on the omnichannel customer experience.