Chapter 1

Opportunities for the Empowered Retailer

Today’s consumers are becoming increasingly more demanding. Hungry for efficient and high-quality experiences, the second they see something they love - they must have it. With the rise of mobile technology and apps being developed every day to make our lives easier, providing a consistent, personalised, and convenient shopping experience is essential for retailers looking to keep up.

"The goal as a company is to have customer service that is not just the best,
but legendary."

Sam Walton Founder of Walmart

As consumers’ lives become increasingly busier, their time is becoming more limited and fragmented every day. Retailers are feeling the pressure of having to continuously innovate, to make it easier for their customers to get what they need when they need it, with minimal effort required.

Speed is a big factor that differentiates the traditional retail experience form a hyper-convenient one. A long queue will make 8 out of 10 customers abandon their purchase, while 22% want to get in and out as quickly as possible .

This shift in consumer behaviour has transformed the retail concept from ‘going shopping’ to ‘shopping on the go’, placing huge focus on the need for speed and ultimate customer convenience.

Throughout this whitepaper we’ll be exploring some of the key consumer pain points when it comes to shopping – both online and in-store. We’ll address the challenges in achieving high levels of customer convenience, along with how you can leverage convenience to drive competitive differentiation and maximise sales.