Integrated experiences
- Consumers expect a seamless experience across channels. Brands can deliver more integrated experiences by connecting offline retail and digital.
- Customers look to several sources for direct access to brands. Few consumers visit brand sites directly (only 7%), so brands need other ways to build a strong and direct relationship with consumers.
- Physical retail still matters. While click-and-collect is on the rise in some channels, physical stores remain the primary point of purchase (about 75 percent).
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Consumer brands and brand owners are under unusual pressure. They need to face more complex stakeholder networks while managing increasing expectations. Brands that accept a call to action to win the stakeholders loyalty could expect increased returns.
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