Consumer Attitudes & Behavior

More than four in 10 U.S. consumers will do more online shopping post-pandemic.

Retailers are frustrating online shoppers with their customer service efforts, at their own risk.

A transformative 2020 has elevated the role of the customer in monumental ways, accelerating any preexisting imperatives that ladder up to business growth.

Resilience and adaptability are the driving forces in consumer behavior in 2021.

Mall owners and operators who spent big money outfitting their enclosed spaces with state of the art air purification and sanitation systems might have helped make medical history.

Holiday shoppers flocked online in 2020, and purchased a lot of gift cards while they were connected.

Issues such as COVID-19 impacted store operations during the 2020 holiday shopping season, but most retail stores avoided a sales decline.  

Retailers must have a flexible customer experience strategy to meet constantly evolving consumer expectations.