Total Retail 2016

The retail revolution

The retail industry is in revolution. A model that’s worked for decades is being reshaped before our very eyes, as people change not only how they buy, but what they buy and where they buy it. No-one knows this better than the retailers themselves, but many of them have been slow to respond and others are overwhelmed by the sheer complexity of the task.  

In our most comprehensive Total Retail survey ever, we asked nearly 23,000 online shoppers around the world about everything from mobile shopping to social media to innovation. What they told us was sometimes predictable, sometimes a revelation. And one thing we know for sure is that the trends emerging here will drive the next wave of change in the retail revolution.

By analysing the data, we’ve identified four big lessons all retailers must now consider, whatever they sell and however they’re selling it: