Consumer Attitudes & Behavior

After a decade-long increase, Valentine’s Day sales may be less rosy this year.   U.S. consumers are expected to spend an average $136.57, down from last year’s record-high $146.84. Total spending is expected to reach $18.2 billion, down from $19.7 billion last year, which was also a record, according to the National Retail Federation and Prosper Insights & Analytics, which surveyed 7,591 consumers about their Valentine’s Day plans.  

Consumer confidence slipped slightly in January after reaching a 15-year high in December, though outlook for the present overrode the outlook for the future.   The index now stands at 111.8 (less than an expected 113), down from 113.3 the previous month.  

Consumers have increasingly high expectations for a unified shopping and brand experience across all purchasing channels and touchpoints.   Retailers that can address their demand for more personalization, price, and fulfillment along the path to purchase will be the winners going forward, according to the “Consumer Trends Report — 2017 Edition,” from Kibo. The study is based on responses from more than 3,000 consumers in the United States and the United Kingdom.  

According to a 2015 Nielsen study, two-thirds of consumers trust consumer opinions over company advertising and rely on peer review sites for insights and advice. However, these sites can cause huge headaches for well-intentioned retailers that incentivize consumers to post glowing reviews or find themselves on the wrong side of a revenge or competitor-sponsored post. When not conducted correctly, these efforts can harm brands and further consumer mistrust.   

Every year, 30,000 retail industry professionals descend on Manhattan for the National Retail Federation’s “Big Show.    It’s a once-a-year opportunity to take the pulse of one of our most familiar industries. Amazon conspicuously abstains from the event, but it is nonetheless the focus of many conversations, distracting some retailers from the real opportunity: innovations in customer experience. Thankfully, this year a healthy shift seems to have begun.  

Soaring customer expectations are creating an increasingly challenging environment for brands seeking engagement.   That’s according to the 22nd annual Brand Keys Customer Loyalty Engagement Index, which recognizes the brands that receive the highest loyalty and engagement assessments and surpass competitors for "delighting" customers.  

American consumers are ready to celebrate the Super Bowl, but they don’t plan on spending as much as they did last year.      Consumers will spend an average of $75 for a total of $14.1 billion as an estimated 188.5 million watch the Atlanta Falcons face the New England Patriots in Super Bowl LI on February 5, according to the National Retail Federation’s annual Super Bowl Spending Survey conducted by Prosper Insights & Analytics.  

Retailers executives are bullish on 2017.   That’s according to a survey from TD Bank, which polled 173 retail executives at the National Retail Federation’s annual Big Show in New York City. Seventy-four percent of the retailers said they believe sales will increase in the next 12 months. What’s more, 81% of the retailers reported that they met or exceeded their revenue goals in 2016.   In other key findings: