Stores will remain the biggest pull for consumers – now and in the future. Currently, store openings are outpacing closures, with traffic exceeding pre-pandemic levels at malls. Instant gratification and the in-store experience are two key factors in today’s physical retail presence. This has forced retailers in today’s digital age to create inventive and relevant store setups.
“The goal of these stores should be to deliver experiences and support operations that remove customer pains that impact behavior and provide diverse capabilities for catering to different consumer preferences,” Forrester said by email.
Direct-to-consumer brands have recently faced the harsh realities of e-commerce, noting the importance of marketing and customer acquisition that stores bring. When it comes to returns, a physical presence is necessary. Nearly 41% of consumers said online returns were difficult, causing them to be discouraged by purchasing online in the first place.
Consumers expect an omnichannel presence from retailers – with the ability to use BOPIS methods and shop on their own terms.
Source: Forrester Retail Sales – Retail Dive
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