2021 Zebra Global Shopper study
The Retail Imperative: Empower associates, exceed expectations & create loyal customers
Change is the only constant, and retail has seen plenty of it. The COVID-19 pandemic forced this already fast-moving sector to evolve at an unprecedented pace to overcome challenges, meet consumer demand and help support a new world. The adversity accelerated innovation, growth, new experiences and faster fulfilment. It accentuated the value of the industry and the critical role store associates play in keeping shelves stocked, assisting customers and cultivating a safe shopping experience.
Many retailers, especially those deemed essential, have had to quickly adjust to meet sky-rocketing customer demands and increased expectations to deliver a better shopping experience. Customers are still craving the essentials: speed, convenience and now safety with frictionless checkouts, accurate pricing, item availability and blended in-store and online experiences.
It’s become clear that retailers must embrace a digital mindset to deliver the essentials and meet customers where, when and how they shop. Retailers are equipping associates with technology that gives them inventory visibility, insightful analytics and store layouts. These tools enable them to deliver better experiences, create a loyal customer base and solidify their standing, and their future, in the industry.
Retailers accelerate tech investment and implementation plans
- 61% of retail executives say the pandemic accelerated technology investment plans
- 77% say the pandemic accelerated implementation plans for devices and solutions
- 61% of associates view their employer more positively for providing them with mobile devices and technology +10pp YoY (+pp denotes the year-over-year (YoY) percentage point increase)
Zebra’s 13th 2021 Global Shopper Study surveyed over 5,000 global shoppers, store associates and retail executives to gauge the attitudes, opinions and expectations of retail now. The results, summarised in a two-part series, are essential reading for industry leaders seeking actionable insights to serve today’s tech-savvy and safety-conscious shoppers.
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