Customer Loyalty

Can the high street make shoppers stick?

Visit any British high street, and there’s a fair chance you’ll be looking at the same selection of retailers as at any other. Chains and franchises have grown in size and number over the past three decades, whereas many single-store operations have shut up shop. On the surface, it may seem the chains have homogenised high streets and forced independent retailers out of business. But can this be embraced as a simple cause-and-effect, or are shoppers more loyal to the bigger brands? And is there any point to small, independent retailers beyond satisfying our collective nostalgia?

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