Our comprehensive Consumer Sentiment & Retailer Strategy – 2025|26 Program whitepaper reveals that Australian retailers are less confident than last year about the “Future Fitness” of their business model. However, opportunities abound for resilient retailers.
Whilst there is a tendency to focus on the immediate during times of uncertainty, retailers should look to longer term strategic planning – what does 2030 look like in your sector? What digitialisation and physical store network do you need to implement now to be successful in 2030?
About the Consumer Sentiment & Retailer Strategy Whitepaper
During the last 6 years Retail Doctor Group Insights division has reached out to Australian retailers and consumers to track the speed and changes to the alignment between consumer sentiment in retail and whether our retail leaders are in alignment to these evolutions in their strategic and tactical decision making.
This research looks into the gap between consumer behaviour and retailer strategy and identifying both the gaps and importantly the deployment steps to closing them.
For the last 3 years, working with our global partners Ebeltoft Group and on behalf of World Retail Congress, this research has expanded to understand the sentiment of retail executives around the world.
In this environment of constant change it is critical to not only understand where the opportunities are but your strategy to capitalise, and how you can execute to win and stay ahead.
Retailer Strategy Overview
Retailers worldwide, including Australians, have positive future expectations for their companies leading up to 2030. While almost half of all retailers polled expect the next 5 years to be positive for their business, there is much work to be done to create a customer-centric environment that holds consumers’ trust and meets their expectations.
Key Report Takeaways
- Digitalisation: Customers are saying they are utilising online channels more and more.
- Loyalty: Customer use of loyalty programs has grown since 2024 with 97% now being a member of one or more programs.
- People: Well-trained staff remain the #1 area of scarcity for retailers both locally and worldwide.
- Customer Behaviour: Understanding customer behaviour is the #1 area of interest for retail executives.
- Simplicity: 1 in 3 customers now shop online because its easier and more convenient.
Retailers are also focusing on brand building as a strategy to differentiate themselves from competitors, aiming to be top of mind for customers and a preferred choice at the moment of purchase.
Financial resources has seen a slight decrease in Australia but is still the second most significant area facing scarcity for Australian retailers, followed by logistics, which ranks second globally.
The increased use of digital has been reflected in retailers’ increase of investment into these channels and a high attention to customer loyalty and CRM.
However, detailed customer focus is required as it is not one size fits all – it is important for retailers to delve further into customer behaviour and segmentation to ensure they are investing in the right solutions for their customer in terms of loyalty, instore, and online engagement.
Where to Next?
Despite the challenges facing the sector, the future remains exciting. With the constant advent of new technologies, the shopping experience is now more immersive than ever, and new consumer behaviours continue to emerge every day.
Future-focused retailer strategy will need to step up to capitalise on emerging consumer behaviour through change, innovation, technology, and dynamic business models.
Download RDG’s Consumer Sentiment & Retailer Strategy – 2025|26 Program whitepaper to access:
- detailed insights on Retail 2030
- retailer strategy and executives’ focus for 2025|26
- how customer touchpoints will change
- what customer centric retail is going to look (and feel) like
- how AI is being used in retail
- what people opportunities exist and how employee retention can be strengthened
- and how to build lasting retail relationships.
Download the whitepaper now
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