3 Ways legacy brands can win in the new era of ecommerce

Retailers can no longer win over consumers with product and price alone. More than half (52 percent) of consumers from PwC’s 2025 Customer Experience Survey said they stopped using or buying from a brand after they had a bad experience with its products or services. It’s not just a consumer problem. The same report showed 70 percent of executives think customer expectations are a moving target, changing faster than their company can keep pace.