How to adapt your customer expectations in future retail


Customer expectations have fundamentally shifted. They expect a frictionless experience every time and. As far as the customer is concerned, they see no difference between your online and your physical channels. They expect both to be integrated and they want consistency across all touchpoints when they interact with you. They want a service and experience tailored to their needs, on-demand and from brands they trust.

Eurozone economic growth slumped by 7.4% in 2020. 2021 is, by all accounts, looking more optimistic but we’re unlikely to see pre-Covid spending levels until 2022. The good news is this gives you time to plan and execute a strategy built to match shifting customer expectations.

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