Living through the pandemic saw many shoppers shift their behavior to better accommodate changing circumstances. It is essential that retailers be aware of such shifts and monitor changes as the coming year may prove to be just as volatile, writes Lauren Freedman, senior consumer insights analyst at Digital Commerce 360.

2020 showed retailers must continue selling online and expand the ecommerce channels they use. Consumers will always seek convenience.

2020 stretched the holiday season. That offers retailers more predictability, greater flexibility with pricing and less strain on logistics systems.

In a pandemic-fueled year, digital sales for November-December rose at more than triple the year-over-year rate for the 2019 season. More than $1 in $4 spent on retail purchases for the period came from online orders—an astounding jump in digital penetration.

Online wine marketplace Vivino achieved its highest ever customer satisfaction score in Q4, despite its agents working remotely, increased contact volumes and elevated fulfillment delays.

Two data sources say the carrier had the highest percentage of packages delivered on time this November and December among the three biggest carriers. USPS picked up overflow packages other carriers wouldn't, which hurt its delivery times.

U.S. digital sales grew 36% for the first two weeks of December as consumers hunkered down to finish their holiday shopping at home.

Most holiday shopping ends in the first few weeks of December, with 51% of online shoppers completing their holiday gift shopping by then in 2020.

Without a sound returns strategy, retailers risk eroding customer loyalty, suffering financial losses and contributing to environmental problems as many returns end up in landfills.