Retail consumers today are often referred to as “demanding.” In truth, however, the retail industry is as much to blame as customers are. In a study we commissioned of 4,500 shoppers conducted by Forrester Consulting, shoppers told us they want less hassle when it comes to product delivery and greater engagement with retailers.
Convenience and more personalized connection sound eminently reasonable. So why aren’t retailers doing a better job?
One problem is many retailers think they’re already delivering a customer experience that offers convenience and personalization. (For more on the disconnect between shoppers and retailers, read our report “Aligning Value With Key Capabilities To Drive Retail Success” and watch our video series).