Consumer Knowledge Retail Retail Intelegence

The rise of the connected consumer

Retailers need to develop an understanding of how consumer behaviours are evolving and the impact of these changes on consumer expectations both in and outside of the physical retail location.
The customer experience is changing as consumers adapt and become more connected: they are constantly connected to the internet through smart, portable, and highly usable devices; they are in control of the technology they use and also expect the latest technology from retailers. As consumers become savvier, they are increasingly taking charge of their own shopping experience, identifying and leveraging many different sources of information and channels to optimise the different elements of their shopping journey.
The role of the store needs to evolve to become one part of a much more complex relationship between the retailer and consumer, it needs to find a new balance between providing inspiration and emotional engagement while offering new ways of experiencing the breadth and depth of the range; and do this in a consistent and relevant way across all channels.
Consumer expectations of the shopping journey in store are evolving
source Deloitte


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