I was interested in finding more trend stuff for retail, as styles, colors and tastes continue to evolve at a rapid pace. I googled retail trends and found the following white paper on retail trends from Accenture.
As I read through it, I thought “this was interesting.” And then I looked at the date – retail trends for 2008. Huh? Trends included:
- Vie for closer customer connections
- To deliver exceptional customer experiences, retailers will need to build their talent capability.
- Shoppers continue to gravitate toward products and experiences that offer individual focus, interaction, customization and cradle-to-grave offerings.
- Demographic shifts in spending power will drive retailers to rethink go-to-market strategies.
Those four concepts all pretty much hold true today. Are we not making progress toward these important retail initiatives or is the undertaking so huge that it just is taking time?
I think a bit of both. And certainly the economic downturn curtailed a lot of initiatives as retailers just struggled to survive.
One trend that definitely continues to be an issue [and I continued to pound the drum in post after post] is customer service. I continue to see a lack of progress on this important endeavor. And I continue to walk into retailers and continue to have lackluster experiences, with employees leaving sales on the table, simply because they’re not engaged with customers.
I was talking with the owners of a high-end retail concept last week who was suffering from a lack of traffic and sales. When the owners left, I hung around to find that the employees simply weren’t capitalizing on the people who were walking into the store.
And that’s the best place to start.
Why bother driving traffic to the store is you’re not going to do anything with the traffic?
We’re still not out of the economic downturn woods, and capitalizing on every customer coming into your store is still the best opportunity to increase sales. Fix that before you start inviting more people in.
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