1、1The Retail Experience Reimagined2Retail must reposition its place in a customers life now that the pandemic has changed shopper expectations.Future success will depend on a retailers ability to adapt business models and create shopping experiences that engage and delight.Retail has been in a state

2、of evolution since the dawn of the internet:Current events only accelerated this change.What do modern shoppers expect?What will delight them?Now is the time for retail brands to ambitiously reimagine their relationships with customers,and to set a high bar.This entails focusing the whole business o

3、n the delivery of exceptional experiences,which is what we call the Business of Experience.It entails the rewiring of the customer-facing functions of the organization marketing,commerce,sales and service.The Business of Experience is an approach that allows organizations to become customer obsessed

4、 and reignite growth.Here,we identify five retail industry reimagination opportunity areas and outline how brands can adapt their shopping experiences to meet changing behaviors and expectations.These opportunity areas are relevant to all retail sectors from grocery to clothing,electronics and furni

5、ture.1.Everywhere Commerce 2.Let Me Entertain You 3.The Many“Re”s In Retail4.Put Your Money Where Your Mouth Purpose Is 5.If You Dont Know Me By Now23Retail was always wired to adaptNew age,new expectationsBig-box retailers,shopping malls and value-focused suburban superstores were once what defined

6、 shopping for a majority of people.Then the internet evolved how and where shopping occurred,leaving some legacy brands considering how to evolve,too.As the COVID-19 pandemic gradually eases,people will crave real-world experiences,but their expectations and behaviors have adapted,which means the re