Shoppers are becoming increasingly discerning when it comes to winning their loyalty with most now expect offers to be personalised while appetite for offers has grown over the last 12 months, shows a recent survey's findings.
In a new research from American Express, the survey of both UK consumers and retail decision makers reinforced that generic offers and incentives are not enough to win over new customers, and don’t positively impact long term loyalty.
Over seven in 10 shoppers (73 per cent) said when they receive offers like this via email, they tend to go unused. Almost three quarters (74 per cent) said they now expect offers to be personalised to them, for example, linked to products they’ve previously bought, and based on their previous interactions with the brand, or delivered at the right time, e.g. a birthday or following a recent purchase.
With consumers now seeking out tailored offers and services at every touchpoint, for retailers this means putting personalisation at the heart of their customer engagement strategy. The vast majority (93 per cent) of UK retailers surveyed acknowledge that appetite for offers has grown within their customer base over the last 12 months.
They’re taking concerted action, with personalisation being crucial; 94 per cent of retailers said their top priority for the year ahead is "making customers feel like we really know them". About a third (31 per cent) are looking to launch a new offers or loyalty programme over the next year.
The consumer research revealed a particular appetite for card-linked offers – digital offers from retailers which are directly linked to a particular payment method like a credit card, with three quarters (74 per cent) saying if a retailer gave them an offer like this, they’d choose them over an alternative retail brand that doesn’t, and two thirds (67 per cent) said they’d be likely to spend more.
Dan Edelman, general manager, UK Merchant Services at American Express, said, “Consumers have increasingly high expectations when it comes to being rewarded for their spending. Our research shows retailers recognise the need to respond to this demand as they focus on attracting and retaining customers.
"Card-linked offers such as Amex Offers can be a compelling solution for merchants – providing a strategic and efficient addition to marketing programmes, whether incentivising first-time purchase, driving up transaction values, or helping to build long term loyalty.”
New research by American Express Shop Small reveals the nation’s top 10 hotspots for independent shops, showcasing the small businesses and the valuable role they plan in their local communities.
American Express partnered with retail experts GlobalData to identify the top high streets for independent shops through ranking factors such as the number of independent outlets, variety of business types, and vibrancy of the high street.
The list also took into consideration the number of Gen Z and Millennial independent business owners (those aged between 18-43) in each location, factoring in how these younger generations are investing in the future success of UK high streets. Across the top 10 hotspots, on average over a third (36 per cent) of all business owners are in these age cohorts.
The research identified bustling St Mary’s Street in Stamford, Lincolnshire, as Britain’s top hotspot for independent shops – scoring highly across all the factors and delivering a unique experience for shoppers.
Britain’s top high street hotspots for independent shops:
St Mary’s Street, Stamford, Lincolnshire
Devonshire Street / Division Street, Sheffield, Yorkshire
Gloucester Road, Bristol
Market Street / Bridge Gate, Hebden Bridge, Yorkshire
Stoke Newington Church Street, Hackney, London
High Street, Narberth, Pembrokeshire
Oldham Street, Manchester, Greater Manchester
Bailgate, Lincoln, Lincolnshire
Byres Road, Glasgow
The Lanes, Norwich, Norfolk
Beyond their contribution to local communities, the research also revealed how living near a vibrant independent high street can benefit home valuations.
Dan Edelman, general manager, Merchant Services at American Express, said, “Small businesses play a crucial role in supporting local economies up and down the country, and it’s pleasing to now see their impact beyond the high street. Through our Shop Small campaign and support of Small Business Saturday we’re proud to be championing and shining a spotlight on the diverse and vibrant independent businesses who help our local communities thrive.”
The research is released ahead of this year’s Small Business Saturday (Dec 7), of which American Express is founder and principal supporter. Small Business Saturday is the UK’s most successful small business campaign. Over the years it has been running, it has engaged millions of people and seen billions of pounds spent with small businesses across the UK on the day, with an impact that lasts all year round.
Michelle Ovens, director of Small Business Saturday, said, “The nation’s 5.5 million small businesses bring incredible value to the UK’s economy, society and communities, and this research underlines the material impact they have in boosting local areas. On Small Business Saturday, and beyond, we are asking the nation to throw their arms around their favourite local small businesses and show them how much they mean to us all and the wider community. Public support is so vital for small businesses, particularly for the next generation of owners.”
Matt Piner, research director at GlobalData, commented on the findings, “Independent shops bring something different to high streets, offering uniqueness and propositions that are finely tuned to the needs of their local communities. As younger generations of shoppers are attracted to their local high streets, so too are shop owners, with a new breed of Gen Z and Millennial entrepreneurs helping to keep them thriving.”
As part of this year’s Shop Small campaign, American Express has pledged £100,000 worth of grants to small businesses. The Champion Small initiative encourages Cardmembers to nominate their favourite independent small business, with 10 set to receive a £10,000 grant. Those who nominate a business will be entered into a prize draw too, with a chance to win one of 50 x £1,000 statement credits.
Shoppers who walk and wheel spend more than those arriving by car, states a recent report, demonstrating the significant economic and social benefits of investing in walkable town centres, challenging traditional views on urban accessibility.
The findings published in third edition of "The Pedestrian Pound Report", recently published by Living Streets, the UK charity for everyday walking, come at a critical juncture for British high streets, with a record number of retail failures in 2022 and a vacancy rate of nearly one in seven by the end of 2023.
The launch of the report is backed by Scotland’s national walking charity, Paths for All, underscoring the need to make walking a central feature of Scotland’s high streets.
“Making high streets and town centres more walkable increases time – and money – spent in those businesses,” says Catherine Woodhead, Chief Executive of Living Streets. “It’s slowly being recognised – the majority (95 per cent) of London’s Business Improvement Districts identify a good walking environment as important to business performance.”
The report highlights encouraging data from Scottish towns, such as Nairn, where public space improvements and community events have significantly bolstered foot traffic. In 2022, a Christmas event in the town drew 7,800 attendees, including 600 new visitors, while a classic car show in 2023 attracted over 10,000, with 80 per cent saying they would return even outside of events.
Kevin Lafferty, Chief Executive of Paths for All, emphasised the broader benefits, “These findings show that when we put people first and make walking and wheeling the easiest, most natural choices, we don’t just get an economic boost – we build communities that are happier, healthier, and more sustainable for everyone.”
The report highlights that 85 per cent of Scottish adults walk or wheel regularly, contributing to both economic and health benefits.
In Scotland alone, the health benefits from walking to work are valued at over £600 million annually in prevented deaths. Community-focused initiatives, such as the Alloa Hub, are proving successful in encouraging residents to travel into town centres, with research showing that 56p of every £1 spent in community businesses stays in the local economy.
The report is timely, with investment in active and sustainable transport cut by £23.7 million by the Scottish Government this September. The Pedestrian Pound provides an excellent case for these vital funds to be restored.
Retail insolvencies remained flat in the lead up to the Budget, shows a recent report, though experts feel that a wave of distress is expected following the Chancellor’s increase in employers’ National Insurance contributions and National Minimum Wage.
Today’s company insolvency statistics show retail trade insolvencies fell slightly from 2,101 in the 12 months to September 2023, to 2,089 in the 12 months to September 2024, and were flat month-on-month (137 in August 2024 to 138 in September 2024).
Gordon Thomson, restructuring partner at leading audit, tax and consulting firm RSM UK, said, “While retail insolvencies were flat in the lead up to the Budget, a wave of distress is expected following the Chancellor’s increase in employers’ National Insurance contributions and National Minimum Wage, due to the vast number of people employed in the industry.
"The current statistics may be the calm before the storm as additional costs put further pressure on retailers’ already-stretched margins, leading to an increased rate of insolvencies in Q1 2025.
“Consumer confidence has been shaky in the lead up to the Budget, and it’s crucial this returns to avoid a disappointing Black Friday and Golden Quarter. Confidence is needed to drive a boost in consumer spending and to the overall UK economy, which saw meagre growth of 0.1% in the last quarter.
“The retail sector is also grappling with increased crime rates, which not only has a devastating impact on margins but also on staff morale. The government’s promises to tackle shoplifting are more important than ever during this festive period, but that alone won’t be enough to revive the sector.
"Retailers will be holding on to see how the next few months perform, but further support is needed to avoid more having to close their doors for good.”
Nearly half of Brits (44%) say they would prefer a G&T to a cup of tea when getting together with friends, according to a new survey by spirits major Bacardi Limited.
The UK consumer survey was conducted as part of the sixth annual Bacardi Cocktail Trends Report which anticipates the key trends redefining global cocktail culture and the spirits business in 2025.
Cocktail culture in the UK is continuing its growth trajectory with nearly half (48%) of all Gen Z consumers (aged 18-29 years old) surveyed saying they would prefer to celebrate a special moment with a cocktail instead of Champagne.
The same group also has a growing interest in cocktails over beer and wine. In the UK, 35 per cent of Gen Z respondents said that compared to last year they are more likely to drink a cocktail than beer and 29 per cent said the same about wine.
“As a family-owned company that’s been around for over 160 years, Bacardi has a strong track record of identifying trends in what and where people are drinking,” says Steve Young, business unit director for Bacardi in the UK & Ireland.
“It’s how we ensure our portfolio of premium spirit brands, including Bacardí rum, Bombay Sapphire gin, Grey Goose vodka and Patrón tequila, are the drinks enjoyed by each new generation of consumers.”
Commenting on the UK’s top 10 cocktails for 2025, Davide Zanardo, head of advocacy for Bacardi in the UK & Ireland, said: “The G&T tops our poll for 2025 so perhaps it’s not surprising it’s now rivalling the cup of tea as the country’s national drink. The love that Brits have for Bombay Sapphire has made the iconic blue bottle a feature in bars, stores and homes across the UK.
“In 2025, the tequila trend will be unstoppable with the Margarita shooting up the rankings of the most popular cocktails in the UK, rising eight places from number 13 in 2024 to fifth in 2025. Agave is what everyone in the industry is talking about and that’s reflected in the demand for ultra-premium tequilas like PATRÓN.”
Top 10 UK cocktails for 2025 are:
1. Gin & Tonic
2. Piña Colada
3. Mojito
4. Rum & Coke
5. Margarita
6. Passionfruit / Pornstar Martini
7. Vodka & Lemonade
8. Irish Coffee
9. Daiquiri
10. Gin & Lemonade
Globally, the five macro-trends defined by the 2025 Bacardi Cocktail Trends Report are:
1: Premium Fans. Fandoms are redefining premium entertainment as they invest in immersive experiences that embrace hospitality add-ons and bespoke travel packages, and next year’s highly anticipated Oasis reunion is only going to fuel this trend. Brands and venues are responding to this demand with offers that include luxury hotels for “gig-tripping” packages and sports bars curating exclusive cocktail experiences. The synergy between fandom and premium spirits at live events is helping to shape the future of entertainment.
2: In-The-Know Imbibing. Cocktail culture is evolving from spectacle to substance, as IYKYK – i.e. If You Know You Know – experiences take centre stage. Mixologists will transform into designers, educators and opinion leaders, using their craft to create a more meaningful connection with every person that walks into their bar. In fact, 61 percent of UK respondents to the Bacardi Consumer Survey are concerned that drinks created by AI will miss the emotional and artistic finesse of bartenders.
3: New Cocktail Frontiers. Digital fatigue and a growing desire for cultural exploration mean people are craving real, multi-sensory engagement—in fact, UK respondents to the Bacardi survey ranked cocktails that provide a multi-sensory experience as a key reason for paying more. This shift is transforming how people enjoy drinks and where they enjoy them. 2025 will see the rise of immersive venues which cater to early evening, sensory-rich cocktail moments.
4: Culinary Connoisseurs. The line between food and drink is blurring as mixologists experiment with kitchen staples like milk, oil, and brine to create a new wave of gastro-inspired drinking experiences. Nearly three-quarters (70%) of bartenders draw inspiration from the culinary arts when creating cocktails, according to the Bacardi Global Brand Ambassador Survey. This trend aligns with consumer interest in savoury and herbaceous flavours, which grew by 20% and 15% respectively in 2024.
5: The Future Spirit. As brands evolve to align with the values of next-gen consumers, 2025 will see a push for inclusivity and a drive for positive change. A strong focus on community building and education will see support for organizations that improve the hospitality landscape. The Bacardi Global Brand Ambassador Survey underscores the industry's motivation for deeper connection with 62% of respondents expressing interest in more professional networking opportunities in 2025.
In-store food sales will see muted year-on-year growth over the festive period, states a new report, claiming that this year, Christmas is set to be a subdued affair for grocers as inflation continues to bite.
According to UK Christmas Grocery Forecast released by consulting firm AlixPartners, in-store sales this Christmas are expected to increase by 2.5 per cent in value terms. However, when adjusted for inflation, this figure becomes a 0.7 per cent decrease.
The forecast, which is based on AlixPartners’ analysis of UK ONS retail sales and consumer confidence data, mirrors findings from the AlixPartners 2025 Global Consumer Outlook, which recently surveyed 2,000 UK consumers on their intended spending for this holiday period. The outlook reveals that only 13 per cent of British consumers are planning to spend more on food this Christmas than last Christmas. 55 per cent intend to spend the same amount as last year, while 21 per cent of British consumers intend to spend less.
Matt Clark, Head of EMEA Retail at AlixPartners, commented, “With the legacy of inflation continuing to bite and consumer confidence holding back spending, this Christmas is set to be a subdued affair for grocers. Last month’s Budget brought difficult news, with many preparing to take a significant financial hit as a result of the National Living Wage and National Insurance Contribution increases. A good ‘Golden Quarter’ has therefore become more important than ever.
“There is some hope on the horizon for the industry. The increase in the National Living Wage should create a small window of optimism for lower-paid customers, during which those consumers will feel more able to spend.
"This is an opportunity that grocers should grab, as it is unlikely to last given likely price increases as costs are passed on. Those businesses that can move fast and decisively may yet be able to retain or grow their share of wallet over the festive period.
“The increased pressures on profits means it is unlikely that we will see a reduction in turnaround or transformation activity as we move into next year. In this vein, agility remains vital, with all businesses needing to be prepared to make tough decisions and to adapt and innovate at pace in the weeks and months ahead.”