retail industry

Retail

The retail industry is doing fine — consumer spending is healthy; the jobs market is strong. Fears of a downturn loom, but not right now. So, what ails retail? The root of the pain is a simple problem. Many retailers struggle to re-orient operations to meet customer expectations. Those that do this well take share and are restating minimum expectations for experience and value. Hyperpersonalization, instant gratification, and perpetual accessibility are becoming the benchmark. Yes, CX; yes, digital; and yes, harmonization of physical and digital; but it’s mostly about building and invigorating a distinctive value to the customer that will treat what hurts.

Retail Solutions

Remaking Retail Loyalty

Too many retail loyalty programs are expressions of merchant relationships and priorities. They are about the next transaction — often delivered by sterile emails. They have little to do with creating differentiated experiences on the customer’s terms. And the results show. These programs are failing to capture customers’ imaginations and, ultimately, loyalty — eroding the economic power of loyalty.

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Brand Experience

Consumer behavior and disruptors — large and small — are remaking the retail industry. The challenge is to catch up or fit in a way that affirms a distinctive brand — to not lose “you” in the pursuit of strategy. With fewer opportunities for product differentiation and the limited effectiveness of loyalty, delivering a brand experience that wins hearts, minds, and spend looms as the central challenge.

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Turn Customer Feedback Into Action

Monitor and improve your CX with FeedbackNow.

The Future Of Retail: Part Three

Learn how to partner with tech titans and transform into an insights-driven organization.

Retail Insights

PODCAST

Who Chooses Direct-To-Consumer Brands?

Why do people buy from direct-to-consumer brands? Until now, little research has been done to determine what’s driving consumers to choose DTC. Forrester Senior Analyst Anjali Lai shares pioneering research in this episode of What It Means.

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Retailers: Use In-Store Sensor Tech To Understand And Enhance Customer Experiences

For retailers, sensor-based technology can provide rich insights and augment the customer experience. Discover what tech is out there and how it can help your firm.

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Our Retail Team

Fiona Swerdlow

Fiona Swerdlow

VP, Research Director

Brendan Witcher

Brendan Witcher

VP, Principal Analyst

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