In search of a “new normal”

Shoppers have experienced tremendous disruption over the past five years. The explosion of digital technologies, the spread of social networks, a new generation of advanced analytics – all of these and more have combined to create an omni-channel environment that has completely transformed both the shopping experience and customer expectations. When and how will a “new normal” emerge, and what must retailers do to get there? To find out, the IBM Institute for Business Value analyzed more than 110,000 responses to global surveys from 2010-2014 to reveal how the speed and intensity of customers’ changing attitudes and behaviors translate into must-haves for retailers.

 

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Study highlights

64% of shoppers say they are willing to share email contact information with a trusted retailer.

38% of shoppers say they are willing to share their social handles.

28% of shoppers say they are willing to share their location.

About the author

 
 

Kali Klena

 
 

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