emerging
Human-Centric Retail
The in-store experience is being redefined, with a renewed emphasis on human interaction and personalized service.
Timeframe
near-term
Subcategories
Impact areas
Detailed Analysis
As consumers return to physical stores, brands are recognizing the importance of differentiating the in-store experience. "Differentiating the in-store experience is key to reigniting demand for in-person shopping." This includes empowering store associates to build relationships with customers, provide styling advice, and offer personalized recommendations. "Brands can achieve that by empowering their store associates to reach their full potential, as sales staff have a central and valuable role to play in connecting with customers." Investing in staff training, technology tools, and incentive structures that prioritize customer engagement is crucial. "The benefits will be sizeable, since customer and employee experience are inextricably linked." This trend is driven by the need to compete with online channels and create a more meaningful and enjoyable shopping experience. "75 percent of shoppers are likely to spend more after receiving high-quality service from store staff."
Context Signals
Normalization of in-store traffic post-pandemic
Growing importance of digitally influenced sales
High turnover rates in retail workforce
Edge
In-store events, workshops, and personalized styling sessions could become more common.
Technology like augmented reality and virtual try-on could enhance the human-centric retail experience.
Brands may leverage data and analytics to personalize in-store interactions and optimize staff deployment.
