Rewriting the rules of retail engagement
A study of 2,000 consumers reveals that retailers must deliver better on- and offline experiences or miss out on market share
The pandemic has had a drastic impact on consumer behavior and the retail industry. Our latest research details how consumers in the UK and US have adapted their shopping habits and routines in response, and all indicators are that these shifts are here to stay.
Implications for retailers are numerous as new trends emerge:
- 58% of consumers say they’ve shopped online either for the first time or made purchases in new categories for the first time
- 47% of consumers confirm that for them, human contact is an important part of the shopping experience
- 57% of consumers say they are more likely to book a visit to a store than they were prior to COVID-19
- 67% of US and 60% of UK consumers say that given the choice, they would prefer to book a guaranteed time to visit a store, rather than waiting in line for entry