®
2022 Shopper
Experience Index
2
© 2022 BAZAARVOICE, INC.
Foreword
There’s no doubt that change is everywhere for brands
and retailers.
Millennials are rising to become the most influential segment.
Consumers are now connected to each other all the time.
And they’re communicating with each other on many fronts.
This has led to rising shopper expectations and heightened
consumer demand. And over the past few years, we’ve seen a
drastic shift in power to consumers, adding a layer of complexity
to an already-complex and fast-moving industry.
We’re also facing new challenges and identifying new trends—
from the birth of the metaverse, to supply chain issues, to a drive
toward corporate social responsibility. Navigating the changing
retail landscape can feel like an uphill battle.
It’s an exciting battle, to be sure—but where do we
lean in?
This year’s Shopper Experience Index (SEI) helps us hone in on
what shoppers truly care about. Amidst all of the rapid changes,
where are shoppers looking for us to evolve and innovate?
The findings in this SEI report highlight that consumers crave
experiences that show them, convince them, and inspire them.
Consumers want to feel like you know them, and that you understand
them. They want you to personalize their experience—not just online,
but across all of your channels.
It’s easy for us to get lost in the noise of the new buzzwords
and the pressure to implement the next big thing.
The findings in this report remind us that simple is the new complex,
to change with the pace of consumers, and to focus on providing
customers with great experiences.
After all, as shoppers ourselves, isn’t that
what we’re also looking for?
Zarina Stanford, CMO, Bazaarvoice
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