Experience radar 2011: Insights for the US retail industry

November 2011
  • Print-friendly version
Experience radar 2011: Insights for the US retail industry

At a glance

By helping retailers rank shopping features by relative importance to their customers and potential economic benefit to themselves, PwC's Experience Radar locates opportunities to create value—pointing the way toward both top-line growth and bottom-line results.

Economic conditions are forcing retailers to identify new ways to set themselves apart from the competition. Delivering a distinctive, brand-defining customer experience is a powerful solution. Companies that design true, differentiating experiences around their products and services often win the marketplace while enjoying a price premium over the competition.

PwC's Experience Radar helps businesses search out and find the often hidden sources of value that drive truly exceptional, differentiating customer experiences. The study measures the experiences of about 6,000 US consumers across 11 industries. Experience Radar assigns value to a broad set of customer experience attributes broken down into industry-specific elements and then ranked by what target segments value most.

This paper—the Experience Radar 2011, Insights for the US Retail Industry—is the first in a series of industry-specific reports that locate opportunities for businesses to create value for customers—pointing the way to both top-line growth and bottom-line results.