The events of the past few years have clarified the value of loyalty with both customers and employees. In the past few years, customers have demonstrated a preference for trusted stores and brands. The feedback from participants in our survey reflected how these trends are affecting retailers. We asked retailers to rank eight common concerns in retail from high to low. Ranking in the top quartile, customer experience and employee recruitment were the two most selected pain points. A closely-related pain point—improving out-of-stocks in store—was ranked the most pressing pain point by 29 percent of the retailers.