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Retail Customer Experience: The Future Is All About Engagement December 08, 2021 (0 comments)


Louisville, KY—When the pandemic first hit, people anxiously waited to get back to normal, but two years later we know it’s a “new normal,” says this article in Retail Customer Experience. The retail experience has changed dramatically for both retailer and shopper, and future success hinges on understanding how to adapt. 

In an interview with Stephen Beck (image), founder and managing partner of cg42, and an expert in the consumer sentiment and retail industry, Retail Customer Experience editor Judy Mottl asked for his insight on the state of retail and what's to come in 2022. Here is a summary of the four key points Beck made:

  1. Convenience has moved online, so physical retail will need to be oriented around factors such as an escape, an event, or a discovery.
  2. Retail [success] in 2022 is less about vaccination status and more about the new [shopping] habits customers have formed during the last two years. 
  3. Retailers need to be sure to keep customers safe to incentivize more in-person shopping, while continuing to engage them in different ways.
  4. Retailers need to focus on "why" people choose them, not "how." The companies that do will experience the most growth in the retail recovery.

To read the full interview, click here.

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