"About three-quarters of Americans changed their shopping habits in 2020, and 40 percent of these changed brands—twice the rate in 2019. Younger people were more likely than older ones to switch. The implication is that, more than ever, companies can’t take their customers for granted. Loyalty must be earned time and again."

McKinsey & Co., commenting in its recent report, “Trends That Will Define 2021 and Beyond: Six Months on.”