DESCRIPTION
How can we reconnect with customers who are more independent, more demanding and more unpredictable?
With purchasing power under pressure, new trade-offs, the digitalisation of the customer journey, the rise of the second-hand market, the demand for services and new expectations regarding the customer experience: consumers no longer choose a retailer in the same way as they used to, nor are they loyal to one on principle.
Faced with these better-informed, more demanding and more volatile customers, retailers must rethink far more than just their shopping journey. How can they remain desirable whilst staying accessible? How can they reinvent loyalty? What new value can be given to physical shops in the face of digital competition? How can data, services and omnichannel retailing be transformed into genuine drivers of customer preference?
Two leading figures from the Belgian retail sector will compare their visions and experiences to analyse how retailers can reconnect with the new realities of consumer behaviour and continue to build customer preference, loyalty and value in a market where the rules of the game are constantly changing.
