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.

Learn More

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.

Learn More

Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

A Call To Action For Marketers

Marketers have eroded customers’ trust in their quest to know them better. What’s the best path forward?

Retail Insights

BLOG

Hot Or Hype: The Top Retail Tech Investments For 2019

We interviewed 40 retail industry professionals to see where they're putting their technology investment dollars, and where they firmly aren't.
Read More
BLOG

Brands Must Revamp Digital Commerce Strategy

How should brands' digital commerence strategies change in response to the rise of direct-to-consumer brands?
Read More

Our Retail Team

Fiona Swerdlow

Fiona Swerdlow

VP, Research Director

Brendan Witcher

Brendan Witcher

VP, Principal Analyst

Webinar: The Future Of Retail

Forrester retail experts discuss the threats and opportunities that will impact your business in 2019.

 

Learn about:

  • The role your customers play in the evolution of loyalty programs
  • How to enhance customer engagement with technology and talent
  • Technology partnerships and how to use insights to drive growth

Thank you!

Watch Part One

Watch Part Two

Watch Part Three

Ready to talk? Give us a call, or get in touch with us about becoming a client.
+44 (0) 2073 237741 (Europe)
+1 615-395-3401 (United States)
+65 6426 7006 (Asia)