With consumers embracing social media and all things mobile, they now expect seamless, personalized and value-driven experiences whenever and wherever they shop.
“The industry has evolved into a ‘new normal,’ and it’s having an impact on brand equity, IT spending priorities, new business models and overall competition,” according to David Gruehn, U.S. retail industry solutions director for Microsoft Corp,
Consumers’ newfound power stems from their ability, and increasing willingness, to walk away from retailers when their experience disappoints them. There isn’t necessarily the desire for loyalty anymore, and many consumers have taken a “What have you done for me lately” attitude.