Today, online retailers sell millions of products and services to customers all around the world.  This was more prevalent in 2020, as COVID-19 restrictions all but eliminated visits to brick-and-mortar stores and in-person transactions. Of course, consumers still needed to purchase food, clothing, and other essentials, and, as a result, worldwide digital sales channels rose to the tune of $4.2 trillion, up $900 billion from just a year prior.

Was it enough for those retailers to have robust websites and mobile apps to keep their customers from shopping with competitors?  Unfortunately, not. Looking across the eCommerce landscape of 2020, there were clear winners and losers. But what was the deciding factor?

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