PwC: Total Retail - Canadian customer expectations driving the next retail business model


Customer expectations are changing. Shoppers now want a unified customer experience with retailers—compelling in-store technology, real-time insight into stock, consistent prices and offerings, and an "always-on," 24-7 service mentality.

PwC's total retail survey of online shoppers aims to understand and compare consumer shopping behaviors and the use of different retail channels. With over 15,000 online shoppers surveyed in 15 different territories, we asked consumers about their purchasing preferences, use of different shopping channels and expectations of retailers. These customer expectations have important business model ramifications for retailers, particularly with technology and supply chain issues.

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