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New York -- The world’s largest retailers have been scaling back their global expansion activities, particularly in Asia, and turning their attention inward by integrating operations and strengthening their store, Internet and mobile sales channels, according to a new report by Accenture.
    

New York -- Retailers that deliver on their customers’ expectations and provide them with a seamless shopping experience – whether they are shopping in a store, online or through a mobile device – will win their loyalty and gain a competitive advantage that drives sales, according to new research by Accenture.

By Paul Jeruchimowitz, paul.e.jeruchimowitz@accenture.com

By Chris Donnelly, managing director, Accenture Retail

Ahead of the holidays, 56% of U.S. consumers told us that they expected to ‘showroom’ as they bought gifts this year — underlining the threat of online pure play retailers to the success, and even existence, of traditional retailers. However, traditional retailers can compete and even win this battle.

New York -- Although consumers are defecting in growing numbers, the majority say they could have been retained, according to survey results released Wednesday by Accenture.

According to the Accenture Global Consumer Survey, in 2012 one-in-five consumers switched companies they buy from -- including retailers, wireless phone and Internet service -- marking a 5% increase in switching over 2011 levels. However, the survey also found that 85% of consumers say the companies could have done something differently to prevent them from switching.  

New York -- Consumers are expected to spend an average of $582 on holiday shopping this season, and 23% plan to spend more than $750, according to a survey by Accenture. And half of consumers (52%) expect to increase their spending by $250 or more.

By Renato Scaff, renato.scaff@accenture.com and Mark Allen, m.e.allen@accenture.com

While the proliferation of new products, personalized services, and digital channels are giving consumers more shopping options than ever, they also are making it tough for traditional retailers and consumer goods manufacturers to capitalize on the demand being created. Succeeding in this environment will require a new level of seamless retail-supplier collaboration.

New York City -- A survey released Tuesday by Accenture showed that when it comes to customer loyalty, poor service can cause customers to abandon one company in favor of another.

The Accenture Global Consumer Survey found that 66% of consumers switched companies – including wireless phone, cable and utilities – as a result of poor customer service in 2011, even as their satisfaction with the services provided by those companies rose overall.

New York City -- An overwhelming majority (72%) of U.S. consumers expect their holiday spending to be “careful” or “controlled” in 2011, according to Accenture’s annual consumer holiday shopping study. Discounts, sales and prices are still top of mind this holiday, with 40% of consumers saying an item being on sale is the single most important factor in their decision to purchase.

New York City -- Discount stores will continue to dominate as the destination for the majority of consumers’ back-to-school dollars this year, with office supply stores also remaining strong, according to a survey by Accenture on parents’ back-to-school shopping plans. The majority of parents (59%) will spend between $100 and $500 on back-to-school shopping this year, with 21% of consumers saying they plan to spend more than $500 this year. That’s down from 28% in 2010, indicating a decline in spending on the big ticket items for school.

Customer loyalty is becoming harder for retailers to earn, and even harder to keep. 


New York City -- A survey released Wednesday by Accenture revealed that the growing use of smartphone technology and the economic downturn have encouraged cost-conscious consumers to explore alternative retail channels, such as online and smartphones, to secure bargains.