Shopper Experience Index: Where brands and retailers should lean in next
There’s no doubt that change is everywhere for brands and retailers. Millennials are rising to become the most influential segment. Consumers are now connected to each other all the time. And they’re communicating with each other on many fronts.
This has led to rising shopper expectations and heightened consumer demand. And over the past few years, we’ve seen a drastic shift in power to consumers, adding a layer of complexity to an already-complex and fast-moving industry.
We’re also facing new challenges and identifying new trends—from the birth of the metaverse, to supply chain issues, to a drive toward corporate social responsibility. Navigating the changing retail landscape can feel like an uphill battle.
It’s an exciting battle, to be sure—but where do we lean in?