Retail has been upended by the pandemic. And those who understand these changes are better placed to manage the impact. So, how can retailers shift their approach to make sense of change? By understanding the evolving behaviours of consumers. Our new report delivers insights for retailers and other stakeholders on how to make the most of change.
In the third and comprehensive Responding to consumer in the new reality report, KPMG professionals from around the world reflect on how businesses should respond to new consumer expectations. It also analyses how the key consumer trends impact organisations in the Banking, Consumer & Retail, Insurance and Travel & Leisure sectors across 12 markets. This data is based on KPMG International's survey of more than 75,000 consumers from 29 May 2020 to 21 September 2020.
Our research and insights will help leaders navigate the complexities of this new reality and in particular, the long term-shift in consumer behaviors and how businesses can adapt to these changes.
With catastrophe seemingly around the corner, companies rightsizing and optimising costs are expected to add to economic woes. Organisations must quickly understand the economic impact of COVID-19 on their customer base, to identify both risks and opportunities.
Trust in brands is eroding, with reputational risk especially precarious if corporate values do not meet those of customers. Companies must promote a sense of purpose, meeting the safety needs of customers and employees first, while also sharing their commitment to environmental and social policies.
Companies should rapidly adopt digital to reduce cost to serve and meet customer demand for e-commerce. They must also manage cyber risk, simplify their product offering and consider how to ensure brand differentiation, when face-to-face brand building opportunities are reduced.
Companies should seek to tap into the growth of the community, the demand for localisation and new 'essentials' such as homeware. They need to recognise the changing role of the home as well as flexibility on its location away from urban areas, as working from home becomes mainstream.
Are you growing a customer-focused retail business? We can help. Contact our Retail & Manufacturing team below for further information.