COVID-19: Meet the new retail consumer

Our new research reveals the changing attitudes, behaviors and habits of retail consumers worldwide. We examine what consumers are buying and how they are shopping, and which of these changes will likely endure—and what this means for retailers.

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New habits are here to stay for retail consumers
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Responsible retail is the new imperative

Having a purpose is only the beginning. What retailers do now matters more than what they say. Consumers are searching for meaning and authenticity, and want to shop with retailers that execute on their purpose responsibly in all that they do.

Responsibility to all stakeholders is at the heart of responsible retail. This includes consumers, employees, partners and investors, as well as a new stakeholder that is more important than ever—our planet.

Retailers need to build trust with consumers, invest in employees, share common values with partners and grow profitably for investors, while acting with a sustainable mindset for our planet.

Retailers that serve these stakeholders by turning their purpose into performance will gain the competitive edge. Let the evolution begin.


Seize the moment—Responsible and resilient retail

Rebuilding a sustainable retail business

Transforming retail responsibly

Responsible retail means designing strategies, products and services, experiences and relationships—every aspect of the business—around responsible initiatives.

Responsibility to consumers

Align around shared values to build trust with your retail consumers.

Responsibility to employees

Respect your retail employees as individuals and empower them to thrive.

Responsibility to partners and investors

Cultivate relationships with your partners and grow profitability for your investors.

Responsibility to our planet

Act with a sustainable and ethical mindset as a steward for our planet. Learn more.

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Case studies

Grocer Intermarché, Microsoft and Accenture collaborated on an organization-wide data transformation.

Grocer Alepa launches innovative chatbot Block Wish to increase customer choice and convenience.

The H&M Foundation is accelerating sustainable fashion with the Global Change Award.

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