Our financial and strategic analysis of 100 retailers from 11 retail subsectors demonstrates how recent customer experience trends—including an individualized, increasingly digitized, and complexified shopping experience led by the buyer rather than the seller—are compounding a margin crisis that was already playing out before the pandemic. Welcome to the era of consumer-to-business.
Here are three steps retailers can take to embrace it.
For more of Deloitte’s insights on the consumer-to-business model, read The retail profitability paradox published by MIT Sloan Management Review.
Technology is changing rapidly, and so are consumers, radically altering how companies do business. The Deloitte Consumer Industry Center delivers insights that help leaders in the automotive, consumer products, retail, transportation, hospitality, and services sectors better understand their business environment and where it’s heading.