Retail Trends Playbook Excerpt: Understanding Evolving Shopper Expectations
As detailed in PSFK & Microsoft's 2020 Retail Trends Playbook, these four key trends help explain the evolution of shopper expectations today and how brands can meet them
Today’s shoppers prioritize exceptional customer experience. They’re willing to provide their data to companies, but expect a higher quality experience in return. For retailers and their brands, this means delivering on the promise of personalization, expert service, always-available inventory and seamless cross-channel shopping.
By enabling differentiated shopping journeys, customers can also feel that their relationships with brands and retailers is authentic. PSFK’s Retail Trends Playbook 2020, made in partnership with Microsoft, explores the demand for premier customer experience. Here are four key trends drawn from the report that highlight how shopping experiences are evolving for today's consumers: