Winning hearts and minds

The UK retail industry is not for the faint-hearted: retailers continue to feel the heat from pressure on consumer spending and new and disruptive competitive models.

At the same time, the costs of staying ahead (or even just ‘in the game’) are growing, and many retailers are having to consider material investments. This said, it isn’t all doom and gloom: the very best retailers continue to thrive and grow, anchored in strong and enduring customer advocacy.

OC&C’s Retail Proposition Index 2018, our 9th annual global study of how shoppers rate their retailers, shines a light on what it takes to win. Retailers should be fixated on their ‘Emotional Balance’ with customers and understand clearly how they are serving both their functional and emotional needs.

If you’d like to talk through our findings or are looking for more information on the 2018 Retail Proposition Index, please contact our experts.