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NRF Forecast continued from page 96
down considerably, from 81 to 58 percent. “It’s quite obvious retailers are anxious to put the recession behind them and build upon their customer ser- vice initiatives, enhance their mobile platforms and even grow their footprint,” says Katherine Mance, the NRF Foundation’s executive director. “As we move forward in 2011, retailers will strive to keep costs low, but will also continue to focus on providing positive and unique shopping experiences for their customers. This year’s report paints an encouraging picture of the coming year for both re-
tailers and consumers.” Mark Larson, head of KPMG’s re- tail group, says these fi ndings, “dramatically demonstrate that retail expansion is back on the agenda. After several years of belt tightening, retailers are also ready to begin experiment- ing again with new brick and mortar concepts, hoping to ap- peal to shoppers interested in buying discretionary items once again.” Larson notes, “They will, however, move ahead with cost discipline in mind.” Other key fi ndings include: • 78 percent rank their cus-
tomer loyalty program fi rst, up from 65 percent in 2010. • 75 percent say customer
service will be a top priority, up from 56 percent.
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