The law of unintended consequences can affect any complex system. Certainly, for retailers, it seems the explosion in ecommerce, accelerated by the pandemic, has had a knock-on effect on consumers’ expectations when it comes to in-store experiences, too.
According to a recent study by Cint, consumers have very specific wish lists when it comes to brick-and-mortar experiences — topped by shorter queues, one-day delivery, and curbside pick-up. Many would also welcome in-store services that help them search for items and even augmented reality. One thing is clear: retailers cannot afford to rest on their laurels.
