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".
To follow on from our earlier notice and after some hard work from our technical team, just-food is back live after today's power outage....
Much of the UK has felt the impact of Storm Doris today - and just-food's head office has been no exception....
A year after union officials alleged Fyffes abused workers on plantations in Central America - and called on the produce giant to be kicked out of the Ethical Trading Initiative forum - the company is...
- US food next wave on display at Winter Fancy Food
- How General Mills plans to grow - CAGNY
- Comment: Meal kits in US - don't believe the hype
- Does Kraft Heinz want to swallow Unilever whole?
- Wessanen eyes growth in "resurgent" organic market
- Unilever launches operational review
- Kerry operating earnings strengthen on slow sales
- Glanbia focuses on nutrition with Irish dairy spin
- Kerry's Scanlon to replace McCarthy as CEO
- Mondelez launches savoury snacks brand Vea