From The Editor | August 11, 2016

ICYMI: Consumer Expectations Soar: What Does It Mean For Retailers?


By Erin Harris, editor-in-chief

Retail Consumer Expectations

In case you missed it, IRT recently hosted a webinar, Consumer Expectations Soar: What Does It Mean For Retailers?, featuring Jim Bengier, chief customer officer at Bridge Solutions Group and John Stelzer, senior omni-channel strategist at IBM about how retailers are meeting consumers’ expectations. The webinar was insightful and packed with some pretty alarming stats. “There’s a significant gap in how retailers think they’re doing with regard to meeting customers’ expectations and how they're actually doing,” warns Stelzer. “In almost every case, retailers think they do far better than mystery shoppers graded them. There's also a huge gap in what consumers expect from an in-store experience and retailers are able to deliver.”