Personalizing the retail experience
Canadian Total Retail 2016 Report
shoppers surveyed in 25 countries, including over 1000 in Canada.
buy products online weekly or monthly.
of Millennials agree that their mobile phone will become their main purchase tool.
of Millennials say that reading reviews, comments and feedback
New technologies continue to shape customer demands and retailers are hard-pressed to keep up with this evolving culture. Canadian shoppers are already thinking and shopping in omni-channel dimensions, and so retailers are looking to change their model into a personalized approach to better meet ongoing expectations and, ultimately, enhance the customer experience.
We hope the insights highlighted in this year’s report help you to figure out where to start on your Total Retail journey.
Explore the key insights
Key trends: Engage
Retailers should aim to interact with and influence customers on their terms by using the power of social media and providing an engaging community.
Customers want a seamless experience that recognizes them across channels. They’re looking for a platform that builds loyalty, rewards them for being
involved with their favourite brands.
Key trends: Offerings
We may live in the age of value—but price is still king. Ensuring offerings fit within the needs and lifestyles of customers can be critical to
developing long-term sustainability. Customers expect individual attention—tailored products and services and personalized messaging, interactions and promotions.
Key trends: Channels
Canadian consumers are far ahead of retailers when it comes to how they approach the shopping experience. Their shopping journeys cross many
channels—in-store, online and mobile—on the way to making a purchase. Retailers can no longer think about each channel separately.
Key trends: Support
To meet customer demands for personalization while remaining efficient, retailers might want to adjust their current organizational structure by
building new capabilities, upgrading technologies and creating links between what may have been previously siloed channels.
Find out how to turn these insights into actions
Download the Canadian Total Retail 2016 report
Watch our Retail & Consulting partner Ted Salter as he is interviewed by Michael Hainsworth about the insights presented in the Canadian Total Retail 2016 Report. He touches on the rapid change in Canada's retail sector and how an open dialog with consumers means increased brand loyalty.
Canadian retailers failing to deliver on personalization:PwC
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