A hyperfocus on the customer was essential to retailers’ survival in 2020, as COVID-19 pandemic lockdowns kept consumers in their homes and shopping behavior drastically shifted. In this video clip from the December 2020 Women in Retail and Total Retail Virtual Exchange, Jennifer Downes, chief marketing officer, WW eCommerce at Lenovo, discusses how the consumer electronic brand’s marketing strategy has changed during the pandemic, how these new approaches will carry over into 2021, and what it means to be a customer-centric organization.

To watch the full interview with Jennifer Downes from the December Women in Retail and Total Retail Virtual Exchange, as well as interviews with Bill Brand, CEO, rue21; Darcy Cozzetto, chief operating officer, The Bouqs Company; and Ron Thurston, vice president, stores, INTERMIX, click here.