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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The Future Of Retail

What are the biggest threats and opportunities that will impact your business in the year ahead?

Retail Insights

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The State Of Retailing Online 2019

This year’s State of Retailing Online report focuses on omnichannel fulfillment, personalization, and digital marketing.

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Barneys And Starbucks Raise The Bar With Loyalty Program Updates

To differentiate their loyalty programs, brands are adding something new to their reward portfolios: Experiences.

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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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