What You’ll Find in This Report
For the fifth edition of the Connected Shoppers Report, Salesforce surveyed 2,400 shoppers and 1,125 retail industry decision makers to learn more about:
- How digital tools are changing physical experiences
- The changing role of brick-and-mortar stores
- How retailers are using — and plan to use — data to engage shoppers
- The impact of service on shopper loyalty
- The intersection of loyalty programs and shopper data
Data in this report are from two double-anonymous surveys conducted from May 18 through June 21, 2023. The surveys generated responses from a
range of respondents across North America, Europe, South America, and Asia-Pacific. All respondents are third-party panelists. See page 44 for further survey demographics.
Due to rounding, not all percentage totals in this report equal 100%. Comparison calculations are made from total numbers (not rounded numbers).
More competitors. Higher costs. Supply chain snags. For retailers, these are just some of the challenges pressuring margins. But in this uncertain economy, can retailers clear these hurdles and satisfy shoppers, too
Retailers believe the answer is yes if they can humanize increasingly digital experiences. They see opportunities to build loyalty and grow share of wallet through customer service, ecommerce, and marketing. But, to accomplish their goals, they must keep up with shoppers’ changing behaviors
and rising expectations.
Here, we explore the trends, challenges, and opportunities that are shaping the retail industry.
This article is posted at salesforce.com
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