Which way NOW?

Future Detours Ahead For Retail Customer Journeys

Forbes.com
Nikki Baird

This Forbes article discusses the trends, behaviors and even disruptive technologies that can impact what the shopper seeks from her customer journey.  It reports on those things that customers expect from the retailers with whom they engage, how much things have already changed with regard to customer expectations and just how hard it has sometimes been for retailers to keep up with those expectations.

So what’s next for those customer journeys and the expectations that retailers may have to match? The article goes on to discuss the three big disruptions that appear to loom on the horizon.

Consumer-Driven Disruption: Time   

Consumers have less time to shop. This is a global phenomenon, driven by three main time pressures. One, there are more women in the workforce, which generally means they have less time available to handle “domestic” tasks like grocery or family clothes shopping. No matter how much it would be great if households had an equitable distribution of tasks, the reality is, when women work, there isn’t really a commensurate increase in other household members’ time spent shopping, at least according to US consumer time studies.

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