First Insight’s October 2019 report reveals a significant disconnect between senior retail executives and consumers regarding diversity, pricing, and shopping behaviors. While 92% of executives believed consumers would forgive offensive product launches with quick apologies, only 27% of consumers agreed, and 19% would stop shopping at the brand entirely. Executives also overestimated consumer interest in extended sizing and influencer diversity. Although both groups valued women and minorities in leadership, most executives didn’t plan to hire a Chief Diversity Officer. Consumers perceived prices as rising more than executives believed and made fewer mobile purchases than expected.

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