Omnichannel Expectations : What Consumers Want from Store Associates

To improve physical store experiences, brands and retailers must understand the expectations of their empowered customers and store associates. This data overview provides insight into the needs and wants of both consumers and store associates in Canada, the UK, and the US, collected via Forrester’s ConsumerVoices Market Research Online Community (MROC). Retail business leaders should use these insights to inform their retail store priorities and practices across the organization and plan improvements.

‍Empowered Consumers Want More Control Over Their Shopping Experience

‍As retail firms continue to evaluate and implement a variety of new store technologies, it’s essential to know that they are addressing their customers’ most foundational needs with those solutions. Data from Forrester’s ConsumerVoices Market Research Online Community (MROC) reveals the factors that are shaping consumer expectations for physical