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

The Future Of Retail: Part Three

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

The Future Of Retail: Part Three

Retail Insights

PODCAST

Retailers, Don’t Give Customers “Socks” This Holiday Season

In this episode of the What It Means podcast, Analysts Sucharita Kodali and Michelle Beeson impart holiday wisdom that will keep customers jolly all year round.

Listen Now
BLOG

Four Things You Must Do Right Now To Rock Your 2018 Holiday

$1 trillion + of holiday spend in the US and Europe is up for grabs and increasingly premised on digital capabilities. Not simply the existence of these capabilities, but their ability to attract, inform, inspire, and win spend. What’s the recipe for having digital drive holiday sales performance? Hint: be surgical.

Read More

Our Retail Team

Fiona Swerdlow

Fiona Swerdlow

VP, Research Director

Brendan Witcher

Brendan Witcher

VP, Principal Analyst

Ready to speak with Forrester?

Thanks, we will be in touch soon. In the meantime please subscribe to our insights or give us a call:

  • +44 (0) 2073 237741 (Europe)
  • +1 615- 395- 3401 (United States)
  • +65 64267036 (Asia)