Every year, PSFK explores the most important topics in retail and the customer experience in our Future of Retail reports. PSFK’s Future of Retail 2019 report unpacks the Direct-To-Consumer opportunity, covering enterprise-critical strategies around supply chain and technology infrastructure, store design and service, and CRM and loyalty systems.
Download the report at https://www.psfk.com/future-of-retail-2019
Retail OS - Delivering the Omnichannel Experience.pptx
Future of Retail 2019
1. An Overview
A DTC Playbook for Owning e Retail Life Cycle
PSFK
FUTURE
OF
RETAIL
2019
2. About This Report
very year, PSFK explores the most important
topics in retail and the customer experience
in our Future of Retail reports. For PSFK’s Future of
Retail 2019 report, we unpack the rise of the Direct-To-
Consumer business and examine three key pillars that
define the space, covering enterprise critical strategies
around supply chain and technology infrastructure, store
design and service, and CRM and loyalty systems.
E
Download the full report at:
psfk.com/future-of-retail-2019
3. PSFK
OCCASION-BA
MARKETINGDEBRIEF
P L A YB O O K
C X
ENGAGING THE CONSCIOUS
BRAND TOUCHPOINT
CUSTOMER AT EVERY
ABOUT PSFK:
RETAIL & CX INNOVATION
Business Intelligence
PSFK provides its members at
brands and agencies:
• Access to a trends report
library with 150+ titles
• On-Demand Research
• Daily & Industry Newsletters
• Monthly Webinars
• Immersive Events & Training
For more information:
jeff.weiner@psfk.com
Bespoke Services
Our researchers also deliver:
• Ideations Workshops
• Immersion Safaris
• Research & Strategy
• Concepting & Consumer
Journeys
• Branded Thought Leadership
4. Key Pillars
And
Supporting
Strategies
Explained In
The Report:
Own e Infrastructure
Automate Efficiencies
Implement Multi-Tier Distribution
Operate Responsively
Own e Experience
Offer Expertise At Every Stag
Market A Memorable Experience
Curate A Broader Lifes le
Own e Relationship
Power One-To-One Relationships
Give Customers Ownership
Deliver Meaning l Value
5. Keep Up With Their
Quickly Evolving Desires
Key Consumer Insights Identified From Our Research
Serve As
Lifestyle Partners
Offer Choice And Flexibility To
Meet Their In-Moment Needs
Recognize Them And
Offer Personalized Experience
6. Keep Up With Their
Quickly Evolving Desires
Today, Consumers Expect Brands To…
of consumers expect brands
to implement change within
6 months.
Shopper Attitudes 2019 Survey. PSFK & Suzy, 2018
expect a brand to be able to
change in 1 month.
54% 29%
7. Offer Choice And Flexibility To
Meet Their In-Moment Needs
are more likely or much more
likely to purchase from a brand
with multiple delivery options.
Shopper Attitudes 2019 Survey. PSFK & Suzy, 2018
Today, Consumers Expect Brands To…
82%
8. Recognize Them And
Offer Personalized Experience
are more likely or much more likely
to purchase from a brand that offers
personalized shopping experience.
Shopper Attitudes 2019 Survey. PSFK & Suzy, 2018
Today, Consumers Expect Brands To…
71%
9. Serve As
Lifestyle Partners
are somewhat likely or very likely to visit
a store that offers services (such as a pet
store that offers grooming services).
Shopper Attitudes 2019 Survey. PSFK & Suzy, 2018
Today, Consumers Expect Brands To…
84%
10. Key
Takeaways
1.
2.
3.
4.
5.
6.
Employ technology to power
human connection
Focus on saving and elevating time
Empower your customers to shop
on their own terms
Sell your customers on aspiration
and relevant solutions
Treat transaction and post-purchase
as loyalty plays
Activate customer passions to
enhance the experience
11. Learn more about membership at: psfk.com/membership
Become A Member To Get
The Full Report!
The report is part of a series of reports
focusing on retail innovation and customer
experience to inspire the members of our
business intelligence services.
The 60+ page report includes:
• Key insights on the new consumer expectations for retail
• 3 key pillars that define a direct-to-consumer approach
• 9 driving strategies supported by 27 exemplary case studies
• Initiatives that all brands and retailers can implement in order
to own the entire retail life cycle
• Full results from our proprietary consumer survey
12. An Overview
A DTC Playbook for Owning e Retail Life Cycle
PSFK
FUTURE
OF
RETAIL
2019