Customer loyalty has been a key concern for most retail business owners during the COVID-19 pandemic. As physical doors closed, thoughts turned to whether customers would return once they were reopened. As well, retailers wondered if customers, in the meantime, would make purchases online.
Like most retailers, Kirkland's Inc. (KIRK) had these concerns and more. The home décor retailer also faced the seemingly impossible challenge of attracting new customers during the shutdown. So, when Kirkland's reported a near-doubling of e-commerce sales in mid-May, it certainly seemed the retailer could be making progress on