They say they want a revolution: Total Retail 2016

They say they want a revolution: Total Retail 2016

It’s nothing short of a revolution, and the stakes have never been higher for retailers and consumer goods companies. Our Total Retail survey results, together with 2015 fourth-quarter retail results around the world, point to 2016 as a watershed for many of the trends that have been percolating over the past few years. From the unmistakable desire to be a member of a specialized retail community to buying more on their mobile phones, from becoming more reliant on social media to demanding a more service-focused and knowledgeable store employee, global consumers are pushing the boundaries of what shopping means.

Key findings

To understand future global shopping behavior, look to China. Our historical data shows that what China was doing several years ago, today’s consumers across the globe are doing.

We may live in the age of value—but price is still king. Years of slow global economic growth have resulted in a value dynamic, and affordability is important in every income bracket, in virtually every country, across every age group.

Store traffic doesn’t matter as much as overall customer conversion across channels. Customers are voting with their feet as they shop more online, and for multi-channel retailers that means the need for an increasingly focused, curated and engaging brick-and-mortar store experience that creates maximum conversion—no matter what channel ultimately records the purchase.

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