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.
customer centric strategy
11 posts
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.
The age of the customer This blog will highlight how the age of the customer has impacted on Australian fashion retailers. The key message here is that the age of the customer has arrived and businesses must change to survive. Jim Blasingame, in his book Age Of The Customer, explains how […]
Australians want online shopping The recent ‘Black Friday’ and ‘Cyber Monday’ promotions (Nov 18) in Australia highlight that: Aussies want to buy online Australia is now part of the global online marketplace Many Australian businesses understand this, so they offer Black Friday and Cyber Monday promotions. Finder.com.au highlighted over 550 […]
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 […]
Background Once a year Amazon has a major sales promotion – ‘Prime Day’. Prime is a subscription-based service that offers members numerous benefits. Some benefits include free shipping for Amazon orders, free streaming of TV shows and videos and a free music streaming service. Amazon had their first Prime Day […]
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 […]