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 industry

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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Real-Time CX

It’s a reality. Discover the new FeedbackNow.

End Marketing Dissonance

Marketing effectiveness is hindered by a gap between marketers’ perceptions and customers’ realities.

Retail Insights

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2019 US Online Holiday Sales: Retailers, Buckle Up For A Strong Season

The forecast for eCommerce sales looks merry and bright. Find out what else is in store for online retailers this holiday season.
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Le Tote Buys Lord & Taylor — A Most Peculiar Way To Buy Growth

Some may see the surprise purchase of the storied department store as a sign of things to come. In fact, it may be more of a cautionary tale for retailers.
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Our Retail Team

Fiona Swerdlow

Fiona Swerdlow

VP, Research Director

Brendan Witcher

Brendan Witcher

VP, Principal Analyst

Predictions 2020

Predictions 2020: On The Precipice Of Far-Reaching Change

A new decade begins with great uncertainty. Sweeping changes are poised to take place. But which ones? Read Forrester’s Predictions 2020 Guide to discover the dynamics that will define 2020 and beyond.

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Dive deeper and get your questions about 2020 answered. Register now for our complimentary predictions webinar on January 23