• DE&I Commitment
  • Careers
  • SIGN IN
  • Book a Meeting
    Book a Meeting
  • Company
    Learn a little more about us, our values, and our team
    Our Values
    We don't just talk the talk; we live by our core values
    About Us
    Empowering brands to realize their potential with data, insights, and technology
    Leadership
    Meet our leadership team
    Secure Data Architecture
    Our promise of data security and privacy. We keep your data safe from publishers, competitors and bad actors
    Corporate Social Responsibility
    We are committed to making a positive impact on our communities and our planet
  • Platform
    Plan, manage, optimize, and measure your campaigns with our omnichannel platform
    Omnichannel Advertising
    A platform that connects all walled garden media for more effective campaigns
    Data Connectivity
    Make data-driven decisions as you plan and strategize
    Product Capabilities
    Take your campaigns to the next level by enhancing your platform capabilities
    See the industries we serve
    Learn how our customizable solutions can help with your unique needs
    Explore our partner integrations
    See the media, retailer, and data partners we work with
  • Case Studies
  • News and Events
    Check out recent announcements and see what we’re up to
    Newsroom
    Check out our recent media mentions and announcements
    Events
    Join us for our next conference or webinar
    Omnichannel platform launch
    Read the press release to see how we're helping marketers win the walled gardens
    Cannes Lions 2023
    Don't miss your chance to meet with Skai leadership in Cannes
  • Resources
    From new releases, to industry trends and best practices, Skai has you covered
    Marketer Insights
    Read the latest blog posts and thought leadership from Skai and other industry experts
    Skai Research
    Explore our studies, reports and whitepapers so you can keep up on the latest industry trends
    Quarterly Trends Report
    See the key digital marketing trends from Q1 2023
    The Breakthrough
    The only resource hub built for marketers in the new era of omnichannel
Back to Blog

How Retail Customer Intelligence Has Changed in a Post-Pandemic World

Skai™

June  03, 2022
retail customer intelligence

Understanding the reasons behind why customers choose one brand over another or one product over another is nothing new, but in 2022 retail customer intelligence has taken on a whole new meaning as customers who began shopping online out of necessity during the pandemic have embraced those behaviors even as they have increasingly started to return to in-store shopping. 

What is retail customer intelligence?

Simply put, retail customer intelligence is the information companies can collect around a customer’s reasons for interacting (or not interacting) with a brand. Retail customer intelligence can come from various sources, including purchase history, feedback, content a customer interacts with online, and even subscription cancellations. 

But for advertisers looking to use retail customer intelligence to improve the retail experience based on changing shopping behavior amid the pandemic, there are a few new ways to glean new insights around the traditionally standard types of customer intelligence. 

Here are a few retail customer intelligence insights for 2022 and beyond. 

Online shoppers are not who you think they are

Identity data is the most fundamental piece of the retail customer intelligence puzzle. This type of data focuses on name, age, gender, and location, among other audience segments. Having retail customer intelligence around these identity questions better enables advertisers to predict customer preferences since so much of a product’s appeal has to do with a customer’s stage in life. 

A mom and son looking at each other with masks on debating on an online purchase.

However, traditional retail wisdom says that only younger generations, like Millennials and Gen Z, discover new products online, while Boomers have preferred in-store shopping. Since the pandemic’s beginning, the idea that Boomers are not shopping online or via mobile has become obsolete. While every demographic adopted online shopping over the past two years, Boomers really embraced the trend.

During the pandemic, First Insight noted an astonishing shift. In a 2020 survey, the number of Boomers reporting that they planned to shop online had jumped from 8% to 34%. 

While it is highly likely that many of those who embraced ecommerce during the pandemic will return to at least occasional in-store shopping soon, if they have not already, retailers would do well to re-evaluate who exactly is interacting with their brand online and how in-store and online strategy needs to evolve to meet new audiences. 

Loyalties Are Shifting 

Attitudinal data is another type of retail customer intelligence that focuses on direct feedback about how consumers feel about brands and products and their interactions with brands and their products, both online and off. And while surveys and other forms of consumer feedback have always been an essential part of retail customer intelligence, in 2022, they are absolutely crucial. 

According to McKinsey, many shoppers shifted their loyalties during the pandemic, with 36% of consumers reporting that they tried a new brand and 73% of those who tried a new brand planning to shift that brand into their routine. 

Understanding the demographic data of the customers whose brands gained during the pandemic and which customers they lost is an excellent way to both shift focus to building on loyalties fostered during the pandemic and win back loyalists who were lost. In addition, focus on analyzing customer feedback on surveys, reviews, and through customer support channels because the reasons customers love (or left) your brand may now be surprising. 

woman holding a cup of coffee in the city looking at e-commerce strategies

Engagement Has Changed

Traditionally, retail customer intelligence has focused its insights into customer engagement around how a customer interacts with a brand, measuring things like content clicks and email opens, just to name a few.

But during the pandemic, as customers could not walk into a store and ask an associate a question, the term engagement took on a whole new meaning. In 2022, many customers expect to reach a retailer in multiple ways across many devices and in-store, but they will also go elsewhere for these experiences. As Forbes recently wrote, “A good product is no longer enough.” Communication is key. Take, for example, the new ways Galeries Lafayette, an upmarket department store chain based in France, has chosen to support its customers:

“[Galeries Lafayette enlisted] personal stylists to communicate directly with customers, building customer engagement and integrating the physical and digital retail experience. These stylists can sign up customers and then communicate with them on SMS, WhatsApp, or through voice calls—letting them know things like upcoming sales, new pieces from hot collections, or offering general sartorial advice.”

And while it is likely not possible for every retailer to provide similar services, providing a robust opportunity for customer feedback on every platform and including helpful tools like a FAQ section on every brand platform that supports it, as well as making sure your brand is creating informative product pages on applicable third-party seller sites like Amazon, Walmart, and Instacart (to name a few) are incredibly useful for making sure post-pandemic shoppers can have their questions answered with minimal effort. 

Retail customer intelligence is about more than gathering data; it’s more about collecting data intelligently. Looking for ways your customers have changed rather than simply asking who they are and what they bought is the most intelligent way to serve customers in a post-pandemic world.

Skai helps marketers align to the new commerce funnel

Skai empowers the world’s leading brands and agencies across industries to manage omnichannel digital marketing campaigns. Our omnichannel marketing platform includes solutions for retail media, paid search, paid social, and app marketing. We’ll keep you at the forefront of the digital evolution with data and insights, marketing execution, and measurement tools that work together to drive powerful brand growth.

For more information or to schedule a quick demo to see all of Skai’s cutting-edge features for yourself, please reach out today.

Request a Demo

Related Posts

  • Man holding a smartphone with an Amazon product search on the screen. Skai Webinar series. Navigating the retail media bang.
    Key Takeaways from the CRC’s “Navigating the Retail Media Bang” Webinar
    Read More
  • Person writing on laptop technology conducting amazon market research
    How Amazon Market Research Can Benefit Advertisers
    Read More
  • Kroger Precision Marketing Announces Its Retail Media Partnership with Skai
    Read More
  • skai black friday amazon ads checklist fb
    The Skai Black Friday Amazon Ads Checklist 2021
    Read More
  • Post-Pandemic Boom: Advertisers Spent 3.7X during Prime Day 2021 to Boost Sales 
    Read More
  • Mother’s Day 2022 Retail Insights from Walmart Connect
    Read More
  • Share on Facebook
  • Share on Twitter
  • Share on LinkedIn
  • Share via Email
  • Copy Link
    Copied!
Tags: Create, Market Intelligence, Omnichannel, Plan, Research, Retail, Retail Media, xPSx

    Subscribe to Updates

    Media that matters.
    Marketing that works.
    © 2023 Kenshoo, Ltd. All Rights Reserved.
    Privacy Policy. Cookie Policy. Recruitment Privacy Policy.
    • Connected Strategy
      • Dynamic Marketing Mix
      • Budget Forecasting
      • Strategic Consulting
    • Connected Media
      • Overview
      • Retail Media
      • Paid Search
      • Paid Social
      • App Marketing
      • Auditing
      • Expert Services
    • Measurement
      • Incrementality
      • Experiments
      • Cross-Channel Attribution
    • Resources
      • Blog
      • Glossary
      • Case Studies
      • Training & Enablement
      • Developer Hub
      • The Breakthrough
    Privacy Preference

    We use cookies on our website. Some of them are essential, while others help us to improve this website and your experience.

    Privacy Preference

    Save All

    Save

    Accept Only Essential Cookies

    Manage Cookie Preferences

    Cookie Details Privacy Policy Imprint

    Privacy Preference

    Here you will find an overview of all cookies used. You can give your consent to whole categories or display further information and select certain cookies.

    Save All Save Accept Only Essential Cookies

    Back

    Privacy Preference

    Essential cookies enable basic functions and are necessary for the proper function of the website.

    Show Cookie Information Hide Cookie Information

    Name
    ProviderOwner of this website, Imprint
    PurposeSaves the visitors preferences selected in the Cookie Box of Borlabs Cookie.
    Host(s).skai.io, skai.io
    Cookie Nameborlabs-cookie
    Cookie Expiry1 Year
    Name
    ProviderOwner of this website
    PurposeThis cookie stores selections made by the user in the Accessibe tool in order to maintain those settings on future visits. These cookies help us make our website compliant with our obligations under US law.
    Privacy Policy https://accessibe.com/privacy-policy
    Cookie NameacsbState, acsbReset
    Cookie Expiryn/a
    Name
    ProviderOwner of this website
    Host(s)skai.io
    Cookie Namewordpress_sec_,wordpress_test_cookie,wp-postpass_*, wordpresspass_*, wordpressuser_*
    Cookie ExpirySession / 1 Year

    We use these cookies to enhance functionality and allow for personalisation, such as live chats, videos and the use of social media.

    Show Cookie Information Hide Cookie Information

    Accept
    Name
    ProviderOwner of this website
    Host(s).chilipiper.com, skai.chilipiper.com
    Cookie Namefs_uid, CHILI_PIPER_CLUSTER, guest-session, _sp_ses*, _sp_id*
    Cookie ExpirySession / 2 Years
    Accept
    Name
    ProviderOwner of this website
    Host(s).comeet.co, www.comeet.co
    Cookie Namevisid_incap_, nlbi_#######, incap_ses_, referrer22_00a, incap_ses_1364_2167377
    Cookie ExpirySession / 1 Year
    Accept
    Name
    ProviderOwner of this website
    Host(s)skai.io
    Cookie NamemoduleFormPardotDownload
    Cookie Expiry30 days

    Statistics cookies collect information anonymously. This information helps us to understand how our visitors use our website.

    Show Cookie Information Hide Cookie Information

    Accept
    Name
    ProviderGoogle Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland
    PurposeCookie by Google used for website analytics. Generates statistical data on how the visitor uses the website.
    Privacy Policy https://policies.google.com/privacy?hl=en
    Cookie Name_ga, _ga_*, _gat,_gat_*,_gid, GOOGLE_ABUSE_EXEMPTION, AEC, __Secure-ENID, SOCS, CONSENT
    Cookie ExpirySession / 2 Years
    Accept
    Name
    ProviderHotjar Ltd., Dragonara Business Centre, 5th Floor, Dragonara Road, Paceville St Julian's STJ 3141 Malta
    PurposeHotjar is an user behavior analytic tool by Hotjar Ltd.. We use Hotjar to understand how users interact with our website.
    Privacy Policy https://www.hotjar.com/legal/policies/privacy/
    Host(s)*.hotjar.com
    Cookie Name_hjClosedSurveyInvites, _hjDonePolls, _hjMinimizedPolls, _hjDoneTestersWidgets, _hjIncludedInSample, _hjShownFeedbackMessage, _hjid, _hjRecordingLastActivity, hjTLDTest, _hjUserAttributesHash, _hjCachedUserAttributes, _hjLocalStorageTest, _hjptid, _hjSessionUser_2229986, _hjIncludedInPageviewSample, _hjIncludedInSessionSample, _hjAbsoluteSessionInProgress, _hjFirstSeen
    Cookie ExpirySession / 1 Year
    Accept
    Name
    ProviderOwner of this website
    PurposeVWO is AB Testing software that we'll use to test different elements of the website - form placement, nav, different page layouts, etc.
    Privacy Policy https://vwo.com/compliance/cookies-notice/
    Host(s).skai.io, dev.visualwebsiteoptimizer.com
    Cookie Name_vis_opt_exp_{CAMPAIGNID}_goal_{GOALID}, _vis_opt_test_cookie, _vis_opt_exp_{CAMPAIGNID}_combi, _vis_opt_exp_{CAMPAIGNID}_exclude, _vis_opt_exp_{CAMPAIGNID}_split, _vis_opt_s, _vis_opt_out, _vwo_uuid, _vwo_uuid_{CAMPAIGNID}, _vwo_ds, _vwo_sn, _vwo_uuid_v2, _vis_opt_exp_{CAMPAIGNID}_combi_choose, _vwo_referrer, _vwo, _vwo_global_opt_out, _vwo_ssm, uuid
    Cookie ExpirySession / 10 Years

    Marketing cookies are used by third-party advertisers or publishers to display personalized ads. They do this by tracking visitors across websites.

    Show Cookie Information Hide Cookie Information

    Accept
    Name
    ProviderLinkedin
    Cookie Namelidc, li_gc, lang, AnalyticsSyncHistory, UserMatchHistory, li_sugr, bcookie, TDCPM, TDID, bscookie, ln_or
    Cookie ExpirySession / 1 Year
    Accept
    Name
    ProviderSkai
    Cookie Nameken_gclid
    Accept
    Name
    Provider6sense
    Cookie Name_gd_session, _an_uid, _gd_visitor, _gd_svisitor, 6suuid
    Cookie ExpirySession / 400 Days
    Accept
    Name
    ProviderPardot
    PurposeCookie name associated with services from marketing automation and lead generation platform Pardot. The visitor value is the visitor_id in your Pardot account. This cookie is set for visitors by the Pardot tracking code.
    Host(s).pardot.com, pi.pardot.com, skai.io
    Cookie Namepardot, visitor_id*, lpv*
    Cookie ExpirySession / 10 Years
    Accept
    Name
    ProviderGoogle Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland
    PurposeCookie by Google used for conversion tracking of Google Ads.
    Privacy Policy https://policies.google.com/privacy?hl=en
    Cookie NameIDE, 1P_JAR, NID, _gcl_au, OTZ, test_cookie
    Cookie ExpirySession / 400 Days
    Accept
    Name
    ProviderOwner of this website
    Cookie NamePHPSESSID, sid, okto-autoposter-XXX, oktgid, oktsid, oktlogid-XXX, oktolead-XXX-Email, oktolead-XXX-Company, oktolead-XXX-FirstName, oktolead-XXX-LastName, oktolead-XXX-Phone, oktolead-XXX-Country, oktolead-XXX-Url, oktolead-XXX-State, oktolead-XXX-Comment, optout
    Cookie ExpirySession / 2 Years
    Accept
    Name
    ProviderMeta Platforms Ireland Limited, 4 Grand Canal Square, Dublin 2, Ireland
    PurposeCookie by Facebook used for website analytics, ad targeting, and ad measurement.
    Privacy Policy https://www.facebook.com/policies/cookies
    Cookie Name_fbp,act,c_user,datr,fr,tr,m_pixel_ration,pl,presence,sb,spin,wd,xs
    Cookie ExpirySession / 1 Year

    Content from video platforms and social media platforms is blocked by default. If External Media cookies are accepted, access to those contents no longer requires manual consent.

    Show Cookie Information Hide Cookie Information

    Accept
    Name
    ProviderWistia
    Host(s).wistia.com
    Cookie Namecb_anonymous_id, _sp_ses.2b40, _li_dcdm_c, __hssrc, _gcl_au, _clsk, hubspotutk, _sp_id.2b40, __hssc, __hstc, _uetsid, _uetvid, _gid, _ga, _ga_GQR109DZ3Y, _lc2, fpi, _ex-pricing-cta, _fbp, cb_group_id, cb_user_id, _clck
    Cookie ExpirySession / 400 Days
    Accept
    Name
    ProviderMeta Platforms Ireland Limited, 4 Grand Canal Square, Dublin 2, Ireland
    PurposeUsed to unblock Instagram content.
    Privacy Policy https://www.instagram.com/legal/privacy/
    Host(s).instagram.com
    Cookie Namepigeon_state
    Cookie ExpirySession
    Accept
    Name
    ProviderOpenstreetmap Foundation, St John’s Innovation Centre, Cowley Road, Cambridge CB4 0WS, United Kingdom
    PurposeUsed to unblock OpenStreetMap content.
    Privacy Policy https://wiki.osmfoundation.org/wiki/Privacy_Policy
    Host(s).openstreetmap.org
    Cookie Name_osm_location, _osm_session, _osm_totp_token, _osm_welcome, _pk_id., _pk_ref., _pk_ses., qos_token
    Cookie Expiry1-10 Years
    Accept
    Name
    ProviderTwitter International Company, One Cumberland Place, Fenian Street, Dublin 2, D02 AX07, Ireland
    PurposeUsed to unblock Twitter content.
    Privacy Policy https://twitter.com/privacy
    Host(s).twimg.com, .twitter.com
    Cookie Name__widgetsettings, local_storage_support_test
    Cookie ExpiryUnlimited
    Accept
    Name
    ProviderVimeo Inc., 555 West 18th Street, New York, New York 10011, USA
    PurposeUsed to unblock Vimeo content.
    Privacy Policy https://vimeo.com/privacy
    Host(s)player.vimeo.com
    Cookie Namevuid
    Cookie Expiry2 Years
    Accept
    Name
    ProviderGoogle Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland
    PurposeUsed to unblock YouTube content.
    Privacy Policy https://policies.google.com/privacy?hl=en&gl=en
    Host(s)google.com
    Cookie NameCONSENT
    Cookie Expiry6 Month

    Borlabs Cookie powered by Borlabs Cookie

    Privacy Policy Imprint