'I’ll buy five items and only keep one of them'

During the UK's third lockdown, the leadership coach says that boredom has prompted her to relax that rule.

One problem with this for retailers is that customers are far more likely to return items when they buy them online. This is especially the case for items of clothing, which obviously cannot be tried on first.

He says that younger shoppers were already happy to "buy, try, return", but during the pandemic this has also become learned behaviour for older customers.