Industry

Retail and consumer goods

Industry

Retail and consumer goods

In the wake of Covid-19, the retail and consumer goods industry has seen a fundamental change, as businesses and customers have adjusted to an increasingly digital world. Customer expectations continue to grow, and businesses must continue to meet demands for greater convenience and flexibility, online and offline, if they are to remain competitive.

However, as customers continue to enjoy the freedom of in-person shopping, a new need arises for more experience-led retail environments. Leading brands are those that seamlessly blend the digital and physical, and connect with customers at a personal level, through a combination of social marketing, events and experience design. To achieve this it is imperative that retailers offer a seamless online and offline experience to customers placing the [needs] of the customer at the core of their decision making. As the Experience Consultancy, we can make a lasting difference to how you approach CX and EX to guarantee success. 

In the wake of Covid-19, the retail industry has seen a fundamental change, as businesses and customers have adjusted to an increasingly digital world. Customer expectations continue to grow, and businesses must continue to meet demands for greater convenience and flexibility, online and offline, if they are to remain competitive.

However, as customers continue to enjoy the freedom of in-person shopping, a new need arises for more experience-led retail environments. Leading brands are those that seamlessly blend the digital and physical, and connect with customers at a personal level, through a combination of social marketing, events and experience design. To achieve this it is imperative that retailers offer a seamless online and offline experience to customers placing the needs of the customer at the core of their decision making. As the Experience Consultancy, we can make a lasting difference to how you approach CX and EX to guarantee success.

As customers continue to scrutinise and challenge the businesses they buy from, retailers must move beyond just ‘compliance’ and consider how they can best represent their values and their purpose in everything they do.

Commitment to tackling climate change remains a key talking point for customers, with 43% of consumers making an effort to choose brands that have environmentally sustainable practices/values. Yet, current economic climates mean that supply chains are more squeezed than ever, while customers remain highly motivated by price in their purchasing decisions.

Circular business models present an emerging solution to both these problems. Yet, as our joint study with Exeter University has demonstrated, in the transition to circularity, brands often fail to consider the customer perspective. In a circular economy, customers become active participants and stewards. Without their input, retailers risk making fundamental changes that their own customers cannot or will not support. To better understand how you can effectively transition to a customer-centric, circular business, look at our toolkit.

To ensure that your brand can remain competitive and sustainable requires innovative thinking and a readiness to adapt to a rapidly changing consumer environment. Our expertise in purpose and impact, combined with our agile discovery and delivery approach, means we can support your organisation in identifying opportunity from challenge so that you can guide your teams toward a clear north-star.

As customers continue to scrutinise and challenge the businesses they buy from, retailers must move beyond just ‘compliance’ and consider how they can best represent their values and their purpose in everything they do.

Commitment to tackling climate change remains a key talking point for customers, with 43% of consumers making an effort to choose brands that have environmentally sustainable practices/values. Yet, current economic climates mean that supply chains are more squeezed than ever, while customers remain highly motivated by price in their purchasing decisions.

Circular business models present an emerging solution to both these problems. Yet, as our joint study with Exeter University has demonstrated, in the transition to circularity, brands often fail to consider the customer perspective. In a circular economy, customers become active participants and stewards. Without their input, retailers risk making fundamental changes that their own customers cannot or will not support. To better understand how you can effectively transition to a customer-centric, circular business, look at our toolkit.

To ensure that your brand can remain competitive and sustainable requires innovative thinking and a readiness to adapt to a rapidly changing consumer environment. Our expertise in purpose and impact, combined with our agile discovery and delivery approach, means we can support your organisation in identifying opportunity from challenge so that you can guide your teams toward a clear north-star.

How we can help you

How we can help you

Experiences with clients

Experiences with clients

What’s on our mind

What’s on our mind

Meet the experts

Meet the experts

Bisha Chakravorty

Principal Consultant

Simon Blosse

Principal Consultant

Loïc Le Fouest

CX Lead