Trust is important in any relationship. Unfortunately, there are numerous examples of when technology has broken the trust in a business to consumer relationship. Most recently hackers have stolen users’ personal data from retailers including Woolworths. So, do shoppers still trust Woolworths? Should suppliers and supermarkets trust technology to deliver offer a personalised service to shoppers? Does the shopper want a personalised offer more than to protect their personal data?
customer centric strategy
9 posts
Shoppers have increasing power today. Logically then category metrics should focus on measuring shopper satisfaction. Unfortunately, many current metrics focus on the objectives of manufacturers and supermarkets i.e. maximise turnover, volume and profit. I suggest the industry will focus more on shopper loyalty as a key category metric. This will require a change in emphasis for the industry. The emphasis will be on what products and services drive shopper loyalty, not sales volume.
Historically, much has been written suggesting larger companies, manufacturers and supermarkets, have power. Is this still relevant today? Is the market leader more powerful than a start up? Is Coca-Cola or Red Bull the category leader? Is Woolworths or Aldi driving change in supermarkets? Or does the shopper, via customer reviews on platforms like Amazon, now control the market?
Overview Disruption has created an opportunity for grocery manufacturers to develop a D2C model. Changes in technology, supply chains and how grocery consumers now shop for grocery (food and non-food) items have created this opportunity. This blog quickly highlights how grocery manufacturers could increase sales by developing a D2C model. […]
This blog explains that understanding WHY shoppers buy your product / service is key to engaging with your target market.
Brand / Market Share Historically brands and / or companies were “rated” by their brand / market share. The business logic was the higher the market share, the “better” the brand / business was being managed. Big brands / companies such as Nike regularly stated they were “market leaders” to […]
Customer Centric Strategy Customer centric strategy is simply putting the customer first in all major business decisions. A more academic definition could be creating a positive customer experience, at every stage of the buying process, including post sale. Historically, this thinking was the basis for quotes like “the customer is […]
Background Amazon Australia After years of speculation and rumours Amazon offered Australian customers a local Amazon warehouse service from 5th December 2017. The question many are now asking is was the launch successful or not? Different people will use different measures for ‘success’. This blog shall focus on how customers […]