Raydiant Research and Insights

State of Consumer Behavior 2022

A Word From Our CEO  “When we released our first annual State of Consumer Behavior report in January 2020, we found that 55% of consumers preferred to shop in person if they had a choice. Despite all the ominous forecasts about the purported death of brick-and-mortar, there were still consumers out there who placed great...

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Executive Insights

How to Prepare Your Organization for the Future of Brick-and-Mortar

The past two years have shown us the value of preparation. For the first time in a long time, the average American has had to consider that everything can change at the drop of a dime. Despite new and unforeseen challenges in 2020 and 2021, preparation for the unexpected is nothing new for retailers.

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Four predictions for the future of brick and mortar in 2022

Innovative retailers act on informed predictions, even when competitors don’t. From Wanamaker’s bet on the department store model to Apple’s stylish, self-contained computers, history is ruled by retailers that dared to be different.

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5 technologies that will define brick and mortar in 2022

Find a retail organization opposed to implementing new technology, and I'll show you a retail organization that won't be around too much longer. It may sound blunt, but the technology we're seeing reinvent retail is truly transformative. If an organization doesn't embrace it, then they can expect to fall further into their competitors' rearview mirrors.

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Brick-and-Mortar’s Future is Now: What Your Organization Needs to Know

Brick-and-Mortar’s Future is Now: What Your Organization Needs to Know

For a glimpse into brick-and-mortar’s future, we need to look to the past. Not too far in the past, mind you — only to the tail-end of 2021. The trends we saw to close out the last year are a harbinger of retail’s future.

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5 Reasons to Be Bullish on Brick and Mortar in 2022

5 Reasons to Be Bullish on Brick and Mortar in 2022

The year 2020 was supposed to be brick and mortar's death knell but turned out to be a catalyst for its evolution and strength.

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How Retailers Can Leverage Digital Signage

How Retailers Can Leverage Digital Signage

Normalcy no longer means what it used to. For retailers, 'normalcy' is not the same target that it was a year ago. Expectations must change, and with altered expectations about what is normal, retailers can learn to thrive within the reopening economy.

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Trends That Will Shape the Future of Brick and Mortar Retail

Trends That Will Shape the Future of Brick and Mortar Retail

Brick and mortar has evolved more in the past two years than in any other recent span of history. The in-store experience underwent drastic changes, with customers learning how to shop without actually entering stores. Many of these sudden shifts in the consumer experience have stuck, and serve as the foundation for prevailing brick-and-mortar trends in 2022.

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A Glimpse Into The Future of Brick-and-Mortar

A Glimpse Into The Future of Brick-and-Mortar

In 2020 and 2021, brick and mortar exemplified Marie Forleo's truism: "Everything is figureoutable." Sudden, unprecedented lockdowns? Figureoutable. Breakneck adoption of curbside and online fulfillment? Figureaboutable. Record-breaking supply chain disruptions and product shortages? Even these proved to be figureoutable.

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Creating a scalable framework for outstanding in-store retail experiences

Not even pandemic conditions have stymied customers’ desire for the traditional, in-store retail experience. While nearly half of shoppers want to visit your stores, they have a threshold for poor retail experiences. If you don’t deliver outstanding in-store retail experiences at scale, then your customer base will find somewhere else to shop—whether online or with a brick-and-mortar competitor.

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Tech-Driven In-Store Experiences Are an Essential Investment for Every Retailer

Retail organizations must view the in-store experience as an essential investment, ranking in importance alongside cash registers, security cameras, and product inventory. In fact, Ernst & Young (EY) argues that the customer experience is the most challenging feature of retail, but also the most important.

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Five in-store customer experiences every retailer should provide

Retailers face constant threats to survival and advancement, both from online alternatives and brick-and-mortar competitors. As consumers increasingly value convenience, in-store retailers must leverage every possible advantage to win customers’ loyalties. In short, brick-and-mortar retailers must deliver a one-of-a-kind customer experience.

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How to deliver a personalized in-store customer experience without compromising trust

How to deliver a personalized in-store customer experience without compromising trust

Many customers see data-driven personalization and privacy as diametrically opposed forces. And yet, despite the natural inclination to keep one's shopping preferences and habits close to the vest, customers are willing to give up some measure of privacy so long as they get something in return—namely, greater convenience and savings.

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The state of self-service checkout: 6 key takeaways

More and more customers are using self-service checkout solutions. They not only see self-checkout as the fastest way to purchase their goods, but see it as the safest as well.

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Shoppers Still Value In-Store Retail Experiences

Shoppers Still Value In-Store Retail Experiences

Brick-and-mortar retail has proven more resilient than most could have anticipated. A year-plus of turmoil has largely continued into 2021, and yet nearly half of shoppers still prefer to shop in-store rather than online.

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Your In-Store Customer Experience and Bottom Line Are Linked. Here’s Why

Your In-Store Customer Experience and Bottom Line Are Linked. Here’s Why

Regardless of retail’s latest headwind, brick-and-mortar organizations continue to embrace their enduring mission: get consumers into retail locations and convince them to part with their money. The emphasis on e-commerce over the past year or so hasn't changed this mission, but it has re-emphasized that customers want unique in-store experiences.

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State of the In-Store Experience: 4 Key Takeaways

Retail has become a tale of two realities. On the one hand, retail sales trended upward in August 2021, with specific economic stimulus measures apparently to credit. We know, based on our State of the In-Store Experience 2021 Report, that there remains strong consumer demand for brick-and-mortar retail experiences.

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Convenience, personalization, and digitization continue to define the in-store retail experience

Convenience, personalization, and digitization continue to define the in-store retail experience

Gaining the edge in retail is not as easy at it once was. Consumers can discover the best prices by doing nothing more than opening an app or visiting a few websites. Those who are willing to wait a few days can order virtually anything, from Bose headphones to Maine lobster tail, with a few clicks.

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Why the in-location experience matters more than ever

Retailers have continued to shovel coal into the furnace over the course of a trying year-plus. Finally, the retail train is showing prolonged forward momentum. Through the end of May, retail and food service sales in the U.S. had outpaced their 2019 levels.

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How to Measure the ROI of Your In-Location Experiences

How to measure ROI of in-location experiences

Our State of Consumer Behavior 2021 report found 30% of consumers felt the in-store experience they received over the past 10 months had gotten better. As retailers work to ensure that their organization is part of this rising tide, it's critical that their investment in customer experience is sustainable.

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Workplaces Have Changed – And It’s Time They Change Again

Workplaces Have Changed – And It’s Time They Change Again

It's time for the workplace to change. Office layout and design have been evolving as new business needs arise, employee focus changes and technology evolves.

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Everything You Need to Know About In-Location Experience Management

We’re now well into 2021, and we can say with certainty that retail’s rebound is legitimate. By continuing to invest heavily in in-location experiences, retailers have bounced back admirably from unprecedented adversity.

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8 Types of In-Location Experience You Can Deliver in 2021 and Beyond

8 Types of In-Location Experience You Can Deliver in 2021 and Beyond

Consumers made one thing clear in our State of Consumer Behavior 2021 report: experiences matter. Ninety percent of consumers say they’ll return to your store if you provide a “positive experience.”

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How To Build And Execute Your In-Location Experience Strategy

Our recent State of Consumer Behavior 2021 report told us that experiences are more important than ever — eight in 10 respondents said they consider the in-store experience important or very important.

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5 Trends You Should Know as You Bring Your Workers Back to the Office

5 Trends You Should Know as You Bring Your Workers Back to the Office

Offices have always been evolving, but this past year has accelerated the change. As workplaces look forward to welcoming their teams back into physical spaces after the global pandemic forced everyone home, many leaders are facing a pivot point.

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Want to Create a Great Employee Environment? Focus on These 3 Things

Want to Create a Great Employee Environment? Focus on These 3 Things

The world is getting back to work, but what will be the key differentiator of the new workplace post-pandemic? After this past year of new tools, dynamics and definitions for work, organizations can't simply just open up their offices again and expect things to go back to the way they were pre-pandemic.

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Want to Increase Customer Engagement? Increase Employee Engagement First

It seems obvious that happy employees create happy customers. But as the world gets back to work post-pandemic, will organizations be able to keep their employees happy, healthy, and engaged in order to create those great customer experiences?

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Five Predictions For The Future Of In-Office Work

No one could've prepared for the way things changed in 2020. Every aspect of life was impacted by the Covid-19 pandemic, and especially work, where offices shut down and teams went remote overnight — and stayed that way for more than a year in some cases.

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Why Contactless Payments Are the Future of Brick-and-Mortar Retail

The future always promises uncertainty. That said, all indications are that contactless payments are ingrained in brick-and-mortar retail for the long haul. Without massive unforeseen disruption, the COVID-assisted trend towards cashless, fully contactless checkout will gain further momentum.

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Four Tips For Surviving And Thriving In The Future Of Brick-And-Mortar Retail

Without Googling, name an industry that grew by at least 6% in the past year. You might guess one of the following: online commerce, facemask and sanitizer production or even food delivery.

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5 Trends Shaping the State of Contactless Payments

When was the last time that you used a contactless form of checkout? If you did so in the past year, then you’re in the supermajority. More than 80% of Raydiant’s State of Consumer Behavior 2021 Survey respondents have used contactless payments to check out at least once in the past year.

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Why Contactless Payments Are Key To Delivering Memorable In-Location Experiences

Humans crave contact — just not at the checkout counter, it turns out. Our State of Contactless Payments 2021 report is out, and it affirms what we’ve been witnessing in retail for the past year-plus.

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5 ways BOPIS improves the in-location customer experience

Executives with their fingers on the consumer pulse have upped their investment in Buy Online, Pickup In-Store (BOPIS) options over the past year. Though BOPIS was gaining favor even prior to the pandemic, shoppers have habit-defining health concerns that have accelerated their use of BOPIS.

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5 Trends Shaping the Future of Brick-and-Mortar Retail

Was it a rough year for many individual retailers? No doubt. We saw too many organizations close their doors in the past year-plus. However, as a whole, brick-and-mortar retail is booming. Total retail sales rose by 6.9 percent in 2020 compared with 2019, per the U.S. Department of Commerce. The final take in 2020: $1.47 trillion.

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Five Things Businesses Should Know About BOPIS

Buy Online, Pick Up In Store. These six words (or five words, depending on your chosen spelling) have changed the trajectory of brick-and-mortar retail. Consumers are rediscovering and embracing the benefits of in-person retail, albeit with a thoroughly modern twist.

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What the Future of Brick-and-Mortar Retail Has in Store (Literally)

You might not know it from sky-is-falling prognosticators, but in-store retail continues to dominate online commerce. Digital sales are increasing—there’s no doubt about it. However, e-commerce only accounts for 14% of all sales, showing that brick-and-mortar retail is still consumers’ preferred mode of shopping.

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6 Keys to Building a Great BOPIS Program

Buy online, pick up in-store (BOPIS) might just be the best long-term strategy for brick-and-mortar retailers. Allowing customers to purchase items online and pick them up curbside or in-store accommodates prevailing consumer demands: safety, efficiency, and convenience.

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What Consumers Expect From the Self-Checkout Experience

Every shopping experience is a chance for the consumer to mold their tastes. As the COVID-19 pandemic has drastically altered the desires and demands of the typical shopper in the past year, it’s worth checking in with consumers to see what they want from their visits to physical retail stores.

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The Pros and Cons of Retail Self-Service Checkouts

Any time you invest in a new initiative, you must first weigh the pros and cons. This is true even of the most essential investments for your business. For consumers today, the option of checking themselves out is more than a convenience, but an essential means of keeping themselves safe.

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7 ways self-service checkouts create a better in-location customer experience

We know from our 2021 State of Self-Checkout Experiences report that consumers are increasingly drawn to self-checkout over traditional checkout methods — 60% of the 1,000 American consumers we surveyed said they prefer self-checkout over cashier-assisted checkout.

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How Self-Service Checkouts Can Improve The In-Location Experience

The Covid-19 pandemic shattered the status quo in 2020, and this year will provide no guarantees for retailers, restaurants and other physical experience providers either.

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Brick and Mortar Reborn Podcast Interviews

Every week, our CEO interviews leading experts and successful practitioners who share their insights on the trends and technologies shaping the future of brick and mortar.

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In the media

As self-checkout expands in grocery, here are 4 ways the technology is leveling up

As self-checkout expands in grocery, here are 4 ways the technology is leveling up

From age verification to produce-recognition systems, retailers have new ways to make an old concept faster, more secure and easier to use.

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Raydiant, which develops in-store digital signage, lands $30M

During the first two months of the pandemic, there were several questions about how to support brick-and-mortar businesses. While 71% of Americans still shop in person at least once a week (according to a 2021 Retail Brew-Harris Poll survey), physical locations have struggled — either because of the health crises or otherwise — to launch compelling customer experiences.

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U.S. Retail Rebounds With More Than 14 Percent Increase Online Last Month

U.S. Retail Rebounds With More Than 14 Percent Increase Online Last Month

Despite rising inflation, many Americans increased shopping in January. Retail sales in the U.S. increased 3.8 percent last month, according to a new report released on Wednesday by the Commerce Department. General stores saw an increase of 3.6 percent, while online shopping was up 14.5 percent.

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What Keeps Digital Customers Loyal?

Marketers know that loyal customers are the bedrock of any successful business. But as consumer behaviors and preferences continued to shift and evolve during the pandemic, nurturing brand loyalty has become more and more of a challenge.

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retail touchpoints

Does Procurement Play a Role in Retail Recovery?

The last year and a half has been tremendously disruptive to all kinds of businesses, particularly the retail industry. For most types of consumer retail stores, the pandemic scared regulars away, diminished traffic from visitors, altered consumer preferences, snapped formerly reliable supply chains and required dramatic shifts in the way stores serve their clientele.

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5 Retail Tech Ideas That Should Thrive In 2022, And 2 On Hold

5 Retail Tech Ideas That Should Thrive In 2022, And 2 On Hold

Being out-of-touch is totally in, QR codes are quickly finding a new home and robots are strolling the line between novelty and value. This is what retail innovation will look like in 2022.

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7 Retail Technologies Worth Watching In 2022

Being out-of-touch is totally in, QR codes are quickly finding a new home and robots are strolling the line between novelty and value. This is what retail innovation will look like in 2022.

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Has BOPIS lost its pandemic boost?

Consumers still overwhelmingly prefer home delivery to buy online, pickup in-store (BOPIS), according to the results from a just-released study.

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Digitisation continues to reinvent the in-store experience

The State of the In-Store Experience 2021 report has been released, and found that 48 percent of shoppers still prefer to shop in-store. In an article, CEO of Raydiant, Bobby Marhamat, outlined what brick-and-mortar stores can introduce in order to outpace their online competitors.

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20 Notable Customer Experience Startups (2022)

Business leaders agree that customer experience—the high-level view of a customer’s relationship with a business based on every touchpoint they’ve ever had—is essential. But statistics show that consumers see the situation differently.

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What are self-checkout’s pain points?

Self-checkout has been promoted as an answer to retail labor challenges since well before the pandemic, and consumers do find the notion of faster checkout appealing. The customer experience, however, “is still far from perfect,” according to a Wall Street Journal report.

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How Retailers Can Improve Self-Checkout

Cashier or self-checkout? That’s the difficult question consumers often face when they finish shopping. The self-checkout line may be shorter, but given all the things that could go wrong, it may not be faster. Retailers, looking to reduce labor costs, are determined to make that decision a lot easier.

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Six Ways Contactless Payments Improve the Dining Experience

Contactless ordering and pay-at-the-table systems had already started gaining a slow-but-steady foothold over the past three years. Then the COVID-19 pandemic happened. That, in turn, forced the acceleration of adoption of contactless ordering and payment options from both the consumer and the restaurant sides of the business.

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31 Retail Statistics for 2022: The State of Brick-and-Mortar

Retail, especially in the past several years, has been an industry full of change. Understanding this change is vital for the success of your business, whether it is well-established or newly launched, as it will help you tune in to what your industry is doing and how consumers are evolving.

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A postgraduate degree can help position your business for growth — here’s why

2021 has been a transitional year for many individuals and businesses. Vaccines have started to roll out, and businesses are creeping towards on-site operations. Changes in consumer behavior that influenced industry performance and business outlooks are steadying. Business leaders are continuing to pivot and innovate.

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Top 15 Creative Business Sign Ideas to Inspire You in 2022

Even in a digital world, signage remains an effective marketing tool for businesses with a physical location. For your business to stand out, you need eye-catching and recognizable signage, but there are several ways you can use signs to increase foot traffic or advertise your products and services. We’ve compiled a list of different business sign ideas to capture the attention of would-be customers for inspiration when it comes to designing your own.

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Consumers Ready for In-Person Shopping

In its 2021 State of the In-Store Experience, Raydiant, an experience platform for physical retail spaces, found that shoppers are looking to get back into stores and spend their money in-person. The survey found that 47 percent of respondents said they have spent more than 51 percent of their shopping budget in-person in 2021, indicating a return of customers making purchases in stores.

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New Credit Card Technology That Will Change How You Pay

Cash may be king for now, but credit cards are poised to overthrow the throne. Based on information from the most recent U.S. Census Bureau, close to 200 million American adults have a credit card, a charge card or some combination of the two.

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It’s the Small Things: Trends in Consumer Products

Read about city-dwellers driving demand for outdoor clothing and equipment, an emerging e-commerce fatigue, and other trends shaping the middle-market and M&A activity.

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Nearly half of consumers prefer to shop in-person — here’s why

A positive in-store experience is critical to repeat business. That’s one of the findings of a study from Raydiant, in which 48% of respondents said they prefer to shop in-person at a physical store when given the choice.

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As worker demands rise, companies embrace automation

It’s the year of the worker! With Democrats in control of Congress and the White House, businesses like mine are seeing more rules from the Labor Department, additional funding for OSHA and the EEOC, and more legislation proposed that will significantly increase our compensation costs over the next few years.

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Settling Third-Party Delivery Partner Payment Headaches

Over the past few years, third-party apps like DoorDash, Grubhub and Uber Eats have made delivery and takeout faster and easier than ever. COVID-19 further accelerated this trend as restaurants turned to delivery models to reach consumers and maintain revenue.

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Like it or not, retail is embracing self-checkout, as are shoppers

At a Sprouts supermarket while waiting in line for a cashier, I observe an employee supervising a bank of self-service scanning machines. She stands at attention like a butler, with cloth and spray bottle in hand.

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The New Experiences & Stores Emerging From COVID

Despite the fact that COVID-19 is still creeping around the nation, enough people have received vaccines that not only is “opening up” part of the national lexicon, but “getting back” to pre-COVID life — sans masks and social distancing — is actually happening.

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How COVID-19 Changed Consumer Shopping Behavior

The COVID-19 pandemic affected nearly every phase of American life, and shopping is no exception. It has wrought changes in what we buy, how we buy it, and how we pay for it.

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How physical retailers can attract today’s multichannel shopper

For many consumers, omnichannel is taking new shape as the general perception of "online or instore" is growing to include new interaction options. And to thrive in this new era of retail, brands must take notice.

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Engagement Hubs Put Customers at the Center

Gartner defines the new customer engagement hub (CEH) technology as an “architectural framework that ties multiple systems together to optimally engage the customer,” one that allows for personalized, contextual customer engagement, either via a human, artificial agent, or sensors, across all channels.

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75% have used curbside pickup in past 12 months, Raydiant study says

Raydiant, a digital signage and experience management platform provider, has found that 75.4% of customers have used some form of buy online and pick up in store program in the last 12 months, according to its State of BOPIS 2021 Report. The company surveyed 1,000 U.S. customers for the report, according to a press release.

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Thinking strategically: the benefits of partnerships between retailers and processors

Cooperation between the retailer and packer is nothing new. Partnership has long been necessary for efficient product delivery, effective merchandising and optimal supply chain operations.

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Store Openings Outpace Closings in 2021

A year into the Covid-19 pandemic, things may be turning around for retailers opening new brick-and-mortar stores. Already in 2021, store openings are outpacing closures, bucking last year’s trend, according to Coresight Research’s Weekly Store Openings and Closures Tracker.

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67% of consumers have had a self-service checkout fail: report

Raydiant noted that while fully-automated stores like Amazon Go might not work for every retailer, companies must determine the right balance between self-checkout kiosks and human cashiers.

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New Tool Mimics In-Office Experience

Microsoft is working with digital signage and experience firm Raydiant to make remote work feel more like you’re in the office. Their software is called “SecondScreen” and it mimics in-person office communication.

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If Given The Choice, Nearly Half Of Consumers Prefer To Shop In-Store

According to Raydiant’s 2021 consumer behavior report, 40 percent of consumers have decreased their visits to physical stores because of COVID-19, but if given the choice, 46 percent would rather shop in person than online.

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State of The In-Store Experience 2021 by Raydiant

Consumers Still Prefer In-Store Shopping

While the COVID-19 pandemic has skyrocketed the growth of online shopping, there is still a large segment of the population that wants to venture away from their computer screens and have in-store experiences.

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Survey: Offline customer experience still vital to omnichannel success

Even as more customers shop online in the wake of COVID-19, retailers need to provide a satisfying in-store experience.

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Over 60% of Customers Abandon Brands Due To Poor in-Location Experiences: Raydiant’s Latest Report Suggests

New data from Raydiant sheds light on new customer attitudes towards retail as we enter 2021. We analyze how brands can deliver better in-location experiences in the new year.

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Why Stores Matter: 65% Spend More Online After Positive Brick-and-Mortar Experience

Brick-and-mortar stores still have a long way to go if they want to bounce back from the impacts of the Covid-19, but as it turns out, they will still be a key to getting shoppers to buy more across channels.

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Consumers Still Prefer In-Store Shopping

While the COVID-19 pandemic has skyrocketed the growth of online shopping, there is still a large segment of the population that wants to venture away from their computer screens and have in-store experiences.

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Latest Press releases

Raydiant and Poly Partner, For a Digital Communication Tool That Takes Virtual Meetings to the Next Level

Raydiant and Poly Partner, For a Digital Communication Tool That Takes Virtual Meetings to the Next Level

Show Your Team Spirit with ScoreStream and Raydiant Scoreboards 

Show Your Team Spirit with ScoreStream and Raydiant Scoreboards 

What Our Partnership with Taphunter Means for Breweries and Beer Lovers

What Our Partnership with Taphunter Means for Breweries and Beer Lovers

Our Partnership with TimeWellScheduled Just Made Internal Comms a Whole Lot More Impactful

Our Partnership with TimeWellScheduled Just Made Internal Comms a Whole Lot More Impactful

How can we be a resource for you?

If you would like to collaborate or if we can ever be a resource for you, just reach out and we’ll get back to you in 12 hours or less.

Bobby Marhamat CEO Raydiant

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