Coffee operators invested heavily in digital channels during the pandemic, but service, storytelling and placing customers at the heart of the brand experience are crucial in the post-Covid world, says Tempest-Jody Larrichia, Director of Brand at Flash Coffee
In 2016 Jack Ma coined the term ‘new retail’ – the advent of a fully digitised gateway to consumer purchasing behaviour. No two events have shaped the new retail era greater than the Covid-19 pandemic and the coming of age of Gen Z – both in their growing spending power and as the first digital-native consumers.
