5 Things Customers Want from Retail Stores and How You Can Deliver

| April 17, 2019

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The world of retail is changing — perhaps faster than at any time in history. How can a small retailer keep up with what customers want? One way is by keeping up with the latest retail insights from retail consulting firm BRP. The company does a wealth of consumer surveys to find out what today’s shoppers want from retailers. While some of the research is most applicable to larger retail chains with bigger budgets than small retailers, there is still a lot to learn. You’ll want to pore over the massive report yourself, but here are some of the key takeaways. The primary trend affecting small companies is “Retail as the Third Space.” While this has been underway for a while, it’s really taking hold now. As e-commerce and m-commerce become more prevalent, JWT says, brick-and-mortar retail will increasingly serve as a “third space” that’s only partly about transactions. It’s just as much (if not more) about the customer experience, customer service and a unique, engaging environment. Customers want in-person service they can’t get online. This is crucial to differentiating your store from the one-dimensional online shopping experience. According to research from BRP, 79% of consumers say personalized service from a sales associate is an important factor in determining where to shop. Customers are more than willing to share their personal data if it helps you provide a better experience.

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The Grayson Company

Our roots and core strengths are in retail consulting, every aspect of retailing. We are merchants who are consumed with excelling at every action which compels consumers to purchase products. We relentlessly focus on helping our retail consulting clients develop strategies which achieve excellence in store locations, store environments, product offerings and visual merchandising. Retail marketing, store operations, and back office support. These are the elements which create the consumer’s retail experience and determine success or failure.

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