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The New Face of Local

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How Digitalization and COVID Created the Customer Journey

How Digitalization and COVID Created the Hybrid Customer Journey

The Local Marketing Report 2021

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After the pandemic, 82% of consumers will still shop locally. But their expectations have changed.

After (or during) a very long and disruptive episode, it’s appropriate to ask: How can businesses thrive in this new world? 




After the pandemic, 82% of consumers will still shop locally. But their expectations have changed.

After (or during) a very long and disruptive episode, it’s appropriate to ask: How can businesses thrive in this new world? 


In this guide, we wanted to understand better how the pandemic affected the local customer journey. We reveal:

 a survey ran by other 4, 000 consumers in the US, UK, France and Germany;

 an analysis of nearly 80, 000 mid-market business locations in our own database;

  findings with the insights and recommendations of various marketing experts

Inside this guide, in fact that we wanted to understand better how the pandemic affected the local customer journey,  we reveal: 

 a survey ran by other 4, 000 consumers in the US, UK, France and Germany;

 an analysis of nearly 80, 000 mid-market business locations in our own database;

  findings with the insights and recommendations of various marketing experts  




It’s highly recommendable for retailers to further connect online and offline sales. It’s utterly important that you try to make an online shop your second pillar – or at least use those possibilities that help you keep your customers up to date and close to you even when your stores aren’t open.

Lydia Oertel

Online Marketing Manager | Thalia 

Lydia Oertel

Online Marketing Manager | Thalia 


It’s highly recommendable for retailers to further connect online and offline sales. It’s utterly important that you try to make an online shop your second pillar – or at least use those possibilities that help you keep your customers up to date and close to you even when your stores aren’t open.

Download the guide and find out:

How the consumer journey has changed

Why, local marketing performance has improved

What other marketing specialists did and what they recommend