How COVID-19 is Changing the Customer Experience in Retail

By Ron Lutz for Retail Customer Experience


image_miller zell_COVID-19 is changing the customer experience in retail


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, Miller Zell’s Chief Retail Officer, details significant shifts in the shopper mindset as retailers move forward.


Ron Lutz
EVP, Chief Client officer

Ron Lutz built his career by guiding retailers through transformational growth and change. With over 35 years of leadership experience, he focuses on the voice of the customer as Miller Zell’s chief client officer. Before joining Miller Zell, he was a VP for Lowe’s, focusing on the omnichannel customer experience.