The year 2020 upended retail businesses more than any other time in recent history, as people shifted their entire lives (and buying habits) online in response to COVID-19. At Crate & Barrel, where online sales already accounted for more than half of our business, we’ve seen online sales jump more than 40% since the start of the pandemic. Currently, they are more than 65% of our overall business.
The disruptions were unparalleled and unexpected, driving lightning-fast pivots in strategy and execution to meet customers where and how they wanted to shop. Organizations had to accelerate digital transformation initiatives to survive, allowing them to bypass former barriers and reach long-term goals much sooner than expected.