What : Alix Partners’ report analyses the key driving shifts following the reopening of the UK after many months of total lockdown

Why it is important :  In addition to the expected need to go fully omnichannel, the results of the polls show that, in order to re-create a close relationship with customers, retailers will need to answer their primary needs, which will be, due to a rising anxiety, to reassure them.

Alix Partner reports that the UK is particularly optimistic, when compared to the rest of the world, regarding the vaccine roll-out and it is expected to positively impact retail as a whole. However, even though ¾ of polled customers are feeling positive, half of them also declare that they will stick to the habits formed during the lockdown, and rely on e-commerce to do shopping. This is obviously a hint for retailers to muscle up their omnichannel capabilities.

Another strong element that is mentioned in the report is that 20% of polled customers mentioned to  be ‘health concerned’, 7% were ‘budget constrained’ and 32% defined themselves as the «’most anxious’.

Consumer anxieties are driving shifts in buying behaviours, which will force retailers to invest in customers analytics, to fully understand and address said anxieties: health concerns, demand for sustainability and transparency, security. Making sure that retailers reconnect after having been so distant from customers during so many months forces them to clearly demonstrate a superior ability to listen to shoppers.

Alix Partner report