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The Consumer Reconsidered

Create better connections with consumers

The relationship between brands and consumers has fundamentally changed. As expectations grow and loyalty decreases, new challengers and channels are emerging. People are polarising in the way they shop.

We understand the pressure you face to balance these challenges alongside a long-term, enduring strategy. Bringing together our diverse perspectives and technical expertise in new and creative ways, we’ll help you predict, prepare and adapt to change, so you can build trust and create experiences that protect value and deliver sustained growth.

Together, we can create better connections with consumers.

“Too often, businesses make assumptions about their consumers - what they want and how they shop. These can be dangerous. It’s time to revisit what you know about your consumers and refocus on what they value, to remain relevant as information and channels multiply.”

Lisa Hooker,
Leader of Industry for Consumer Markets, PwC United Kingdom

Understand change to unlock growth

The Consumer Reconsidered uncovers new and unique insights into the reality of shopping behaviours: consumer journeys are unpredictable and chaotic, people are polarising on where and how they shop, and rethinking what they trust and value.

We’ll help you understand how behaviours are evolving, what that means for you, and reveal the actions you can take to deliver enjoyment, build trust and create better connections.

Recognise how consumers shop to create better connections

As online channels have grown more sophisticated, they have transformed traditional buying behaviours, adding new tools and layers of complexity. 

Watch consumers talk about how they prefer to shop, and hear from Jac Windsor, UK Retail Leader, on how understanding the patterns in this turbulence offer new opportunities to predict and engage with consumers, deliver on their needs and create strong and lasting relationships. 

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Understanding buying journeys

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Enjoyment through exceptional experience

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Use enjoyment and experience to attract and retain consumers

For many consumers, enjoyment of the shopping experience can significantly influence where they shop, who they trust, and how much they spend. 

See consumers explain about why they shop the way they do, and then watch Tom Adams, Experience Consulting Leader UK, discuss why enjoyment is important to building consumer trust and loyalty, and how the solution is to deliver exceptional experience at the right time in a way consumers expect.

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Contact us

Lisa Hooker

Lisa Hooker

Leader of Industry for Consumer Markets, PwC United Kingdom

Tel: +44 (0)7802 882562

Tom Adams

Tom Adams

Partner, Experience Consulting Leader UK, PwC United Kingdom

Tel: +44 (0)7889 654659

Kien Tan

Kien Tan

Director, Retail Strategy, PwC United Kingdom

Tel: +44 (0)7880 552726

Jacqueline Windsor

Jacqueline Windsor

UK Retail Leader, PwC United Kingdom

Tel: +44 (0)7801 074739

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