The world is now at the ‘customers’ fingertips’ thanks to the dawn of the internet and ecommerce. Author: Ashley Curtis
The world is now at the ‘customers’ fingertips’ thanks to the dawn of the internet and ecommerce.
That’s according to Tesco’s chief executive officer Philip Clarke, speaking at the Consumer Goods Forum summit in Istanbul, who suggests that as the retail landscape has changed in the last few decades, businesses must continue to adapt in order to serve their customers in the digital age, reports myhermes1.co.uk.
It’s the ‘explosion of choice’ that has been the biggest gamechanger for businesses as the internet allows anyone to browse and buy an array of items, with residents of small villages offered the same chance to make an online payment as those in major cities.
Furthermore, those under the age of 21 will be accustomed to Facebook, Google, Twitter and more – part of a community of millions of internet users – meaning ecommerce will be second nature by 2020, reports retailanalysis.igd.com.
Thanks to ecommerce, the customer has more power than ever before, said Mr Clarke.
“They still want simplicity, they still want convenience, and they are still drawn to brands that they trust, which are not merely relevant to their lives, but thank them for their custom,” he stated.
“So in this digital world, the challenge for the retailer remains the same: how to build loyalty and an emotional attachment with customers.”