Customers' buying patterns have been disrupted by new technologies and, faced with a drop in traffic in their stores, retailers have increased advertising pressure - email, retargeting, etc. - and have made massive use of promotional campaigns. Unfortunately these practices have led them into a destructive spiral of margin and brand image.

Customers' buying patterns have been disrupted by new technologies and, faced with a drop in traffic in their stores, retailers have increased advertising pressure - email, retargeting, etc. - and have made massive use of promotional campaigns. Unfortunately these practices have led them into a destructive spiral of margin and brand image.

Faced with the impact of the Coronavirus outbreak and isolation on their business, retailers are getting organized, with a view to recovery. Driven by the urgent need to make up for lost sales, many retailers will be deploying mass campaigns and aggressive promotions in all directions, without having the assurance of emerging in a "ruckus" during the recovery.

On the contrary, it is at this point that we will have to act with accuracy and relevance to stand out from the crowd. The challenge for retailers is to prepare individualized action plans right now that will enable them to reconnect with each customer by sending them messages that they will want to hear, by offering them products that they will want to buy.