{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Retailgentic | Consumer Behavior & Retail Trend","title":"‼️EXCLUSIVE 👀 FIRST LOOK 👀: Deloitte Digital’s \"Bridging the commerce divide\" with Bobby Stephens & Apurva Pangam","html":"","width":"100%","height":180,"duration":2515,"description":"This is a report deep dive, and Deloitte gave Retailgentic the exclusive first look at brand-new research: hundreds of senior merchant leaders and a thousand-plus recent online shoppers, both sides of the counter, with trend data from two years back layered in. The result is a map of where brands and consumers see the same picture and where they see completely different ones. And the data is fresh, fielded this spring, analyzed over the last month, unveiled here.They describe exactly what those leaders do differently, and why it pays off. You want the edge? This is it. Highlights The basics are the new battleground: Accurate search, real inventory visibility, clear delivery dates, easy returns are no longer differentiators, just expected. And a majority of consumers say brands haven’t improved on them in two years.The perception gap: Only 16–18% of consumers rate brands “excellent,” while brands rate themselves in the low-to-mid 30s, a false-confidence gap that’s driving under-investment where it matters.57 definitions of personalization: the “golden term” has “probably 57 different definitions”, but ~70% of consumers say personalized experiences genuinely matter. Get it wrong and you hurt trust more than you help.14–15 loyalty programs: 99% of surveyed brands offer one and 80% of customers belong to more than one, the average U.S. consumer is a member of 14–15 but active in only four or five. “You are fighting for head space.”The cashback gap: Over half of consumers say cashback is the loyalty benefit they’d value most but only 14% of brands offer it. Customers want financial value and simplicity; brands keep adding tiers and complexity.The leaders’ payoff: Consumers spend 34% more with the brands that nail the basics + personalization + sticky loyalty, 57% will try a new product from them, and 55% will recommend them to family and friends.Efficiency over experience: The two top-reported benefits merchants cite from AI aren’t customer-facing at all, they’re...","thumbnail_url":"https://img.transistorcdn.com/jyq4gzL8GtJPwkKazAV0YqDIJx5HXtdIt_4jcLqe_8A/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9lNThm/NDdlNDU0ODM5MTMx/YmM5NDcyYjM5YTNh/YjEzYS5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}