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Email us at sales@psfk.comWhat The Shopper Wants in 2022 and Beyond
This PSFK guide is a consumer insights report for 2022 for business leaders at retailer and brand organizations.
Executive Summary
This presentation document outlines the needs and wants of the mainstream shopper today and tomorrow. The consumer trends research is relevant to all decision makers involved in the development in the developing strategies connected with ecommerce, loyalty, store associates, digital customer experience, social media, personalization and corporate responsibility.
Report Overview
In this consumer insights report for 2022, PSFK researchers explore the emerging needs and wants of the shopper today. The contents of this report is based on the persistent consumer sentiment themes that run through PSFK’s library of research on innovation in retail and along the customer experience journey.
What You Will Learn From This Report
- Why retail must be available where the shopper can be found in real time, in whatever channel they happen to be in — digital, physical, social, virtual.
- Why loyalty is about being there for the shopper, wherever, forever.
- Why consumers want access to hyper-informed support anytime and anywhere.
- How consumers want to discover – and buy – new products in the spaces they already hang out in.
- Why shoppers want representative merchandising, unique service experiences and 1:1 communication. Every time.
- How the shopper expects an interaction that respects their data and allows them to control it and the experience it provides.
- Why shoppers want the companies that they buy from to take a stand and have a role in solving big issues.
- Where retail will be going in the future in terms of customer service, brick and mortar stores, online sales and digital adoption
Key Topics
Built In TrustThe foundation of all customer/brand relationships has always been built on trust. With trust at an all-time low, brands have to work harder than ever to bring more confidence, transparency, and certainty to the marketplace and demonstrate to customers that their trust is reciprocated.
On-Demand ManufacturingGiven reduced store traffic and the high price of storing inventory, brands are taking this moment to cut away at their supply chains and experiment with made-to-order fulfilment. Small batch, made-to-order product collections are helping companies to optimize production costs and limit excess inventory, while encouraging a more thoughtful approach to retail. By gathering in-the-moment buy-in from customers, brands are not only better able to eliminate unnecessary resources, but also build and maintain a closer...
Transparent Supply ChainBy combining blockchain, product passports and AI, brands and retailers are taking control of their end-to-end supply chain, providing a cleaner and more traceable picture of items’ availability and location, and consumers with greater transparency into the sourcing processes and origination of each item and its components.
Hyper-Personalized PlansAs the medical system shifts from a reactive, treatment-based model to one that is more preventive, proactive and personalized, providers and platforms are attempting to leverage sophisticated diagnostic testing - DNA, microbiome, hormone cycles, etc. - alongside detailed lifestyle assessments to establish a more comprehensive picture of an individual’s health. With this baseline analysis in place, patients can receive bespoke treatment plans and solutions along with ongoing guidance to achieve their wellness goals.
Informed AssociatesDespite collecting a variety of insights on individual shoppers from their online shopping browsing behaviors, social commerce usage, purchase history, loyalty membership and location, most companies fail to develop this information into an actionable customer view. New platforms are bringing these details to the forefront of retail interactions, enabling associates to recognize their customers and deliver personalized service. This encompasses the adoption of machine-learning and AI-enabled systems to interpret data and power tailored 1:1 interactions,...
Personalized DisplaysRetailers are optimizing their physical locations and displays to support digital discovery and seamless transaction, and to act as feedback centers. Creating an interactive browsing experience, unique QR codes, and the AR lens or instant checkout solutions they support, are now an expected interaction for consumers as they explore the physical store. Along with providing consumers with greater access to product information, entertainment and content, these digital moments present an opportunity for retailers to better...
Featured Examples
buybuy BABY Launches An On-Demand Platform For New ParentsRetailer buybuy BABY created an on-demand parenting platform designed to help new parents break through the clutter of information so that they can navigate childcare and develop their own parenting style.
