The Joy of Shopping

Most people want to experience the joy of shopping. People no longer consume purely for practical purposes. They purchase products and services in the hope of expressing who they are, and in hope of becoming happy. Savvy retailers can help their customers to enjoy their shopping spree. “If money can’t buy happiness, why does it […]

Hi, I’m your Emotional Customer. Can you please help me?

There’s an emotional customer in all of us. In fact, emotional experience connotes the whole range of our feelings, including anxiety, fear, apathy, euphoria, depression, sadness, anger, and grief 1. I’m sure we’ve all experienced some of these feelings as a result of our emotional state. Our emotional state is important because it affects our […]

The Dawn of Autonomous Cars, and the Demise of the Car Driving Experience

The phenomenon of fully autonomous cars has begun. “Self-driving cars without a human behind the wheel could run freely on UK roads from 2021, the chancellor is set to announce”, according to AutoCar. Unfortunately, by replacing human drivers with robot drivers, the end of a rather emotional relationship that we are having with cars, will […]

Are Websites Obsolete? Not so fast, some says…

Websites obsolete, really? Think about it – the 1.2 billion websites are becoming outdated and out of fashion? And who is to blame? The smart phones and mobile technology? Of course; according to Damle, Aslekar and Yadavalli, (2016) 1, people are beginning to use mobile applications (apps) more than ‘traditional’ websites. Indeed, Connie Hwong reported […]

Customer Centricity – Now is the Opportunity to know your Customers Better

Customer centricity means that retailers should align products and services with the needs of their most valuable customers 1. Said Peter Drucker more than 50 years ago: “it is the customer who determines what a business is, what it produces, and whether it will prosper.” Although Drucker’s rationale was spot-on, until recently, adopting customer centricity was […]

Content Marketing – Stories that Add Value to Your Target Audience

Content marketing is the only marketing left. Teaching your customers and giving your customers the resources to believe you are new marketing, said Seth Godin, renowned marketing author. Seth was right in 1999, and he is still spot on. The internet provides numerous opportunities for retailers to share information about their brand and products. And […]

The Value Proposition for Bricks and Clicks Retailers

I’m not aware of one retailer that does his/her business without customers. Indeed, retailers that have plenty of loyal customers enjoy a competitive advantage and are doing well. So, how do they do it?  Retailers with a clear and effective value proposition at least know who their customers are, what they want and need and […]

3D Printing Technology for Retailers – An Opportunity or a Waste of Money?

3D printing technology for retailers is now emerging as an outcome for small localized retailers that are facing closure. However, as it is with most disruptive technologies, the advantages that 3D printing offer for retailers should be weighed against its potential pitfalls. Although the 3D printing technology has been used for a number of years, […]

Demise of Loyal Retail Customers in the Digital Age

Loyal retail customers have for long now given Bricks and Mortar (BM) retailers an advantage over their competitors. However, the advent of the internet and the subsequent development of the online shopping channel have changed the shopping behaviour of retail customers. Although BM retailers have invested millions of dollars in customer loyalty programs, the convenience, […]

Augmented Reality in Retail – a Useful Customer Experience

Not so long from now. There is an eerie quietness in the retail store.  Almost all the customers are wearing identical glasses and head sets, slowly walking through the aisles like humanoid robots. No, it’s not a new episode of Star Trek in the making – this is Augmented Reality (AR) in action.   Retailers are […]