Blog: World Retail Congress 2013: Customer loyalty key amid changing retail landscape
Michelle Russell | 9 October 2013
Despite talk of the rapid growth of e-commerce and optimism for the emerging markets, one key message has run through the presentations of the World Retail Congress in the last two days: don't forget the customer.
There is no doubt there has been a shift in consumer shopping habits since the recession. The convenience format has become increasingly essential, the desire for value has led to the growth of the discounter along with fierce promotional activity, and more sophisticated technology has led to a migration of consumers from bricks and mortar to online shopping.
But while shopping habits have evolved and retailers have been scrambling to invest to keep apace, those that have kept their eye on tailoring the consumer proposition are those that will win out. This has been the message to delegates in Paris this week.
Tony Stockil, CEO of Javelin Group told attendees on Monday retailers need to be more customer as well as digitally-oriented. "We need to be offering more convenience, better price, a wider assortment. They are all essential."
Ian Cheshire was keen to remind attendees the fundamental change in the retail model was down to "the way the customer controls us". Therefore, he suggests, the customer remains key.
However, it was Coca-Cola Co. chief customer officer, Sandy Douglas, that summed it up succinctly. "Disappoint a consumer and their disappointment will flash across the digital network".
The BBC turned to just-food today for insight on the price dispute between Tesco and Unilever....
Just weeks after buying UK turkey processor Bernard Matthews from administration, food tycoon Ranjit Boparan has struck a similar deal....
- It won't just be Unilever to push for Brexit hikes
- Price an underlying tension across European FMCG
- Interview: UK trade body on Brexit's policy impact
- Danone's Q3 sales - what the analysts say
- Interview: UK trade body on the impact of Brexit
- Nestle lowers outlook on "softer environment"
- PepsiCo sets 2025 nutrition, sustainability goals
- China "transition" drags on Danone Q3
- UK announces "action plan" to drive food exports
- CP Foods invests in UK foodservice firm Foodfellas
- The Big 15: Strategies and Priorities of Top Packaged Food Players in Comparison
- Omega-3 in Food and Beverage:Time for a Reboot?
- Global Food Packaging: Innovating for Greater Convenience and Quality Image
- Constellation Brands, Inc. (STZ) - Financial and Strategic SWOT Analysis Review
- Packaged Food: Quarterly Statement Q3 2016