I am a strong believer to the fact that in business people can make all the difference in the world. In retail I feel, more than in any other market, people really come first. For someone to actually buy that new product, the entire journey needs to be up to par. We all know what I am talking about, you will not buy the product if the quality is off, the sales assistant is rude, the online cart is too complex, pricing is off, etc. etc. But tell me, when do you buy?
Few sectors are changing as quickly and profoundly as retail. Retail has long been a one-way street where retailers and brands have dictated the relationship between themselves and their customers. But as the balance of power has increasingly shifted towards consumers, who could publically complain, retailers see their voice slowly become less important.
Apparently successful in getting the message across, during a talk by one of the founders of PicNic, a new Dutch company delivering a supermarket-on-wheels (‘SRV’ like) distribution and delivery concept for groceries, it got me thinking. When has it started to be normal to go from my home, to a store, preferably by car, park, struggle finding the right articles for the right price, wait in line to be allowed to pay, pack stressfully, go back to the service desk because you did not get your discount and then get started on the return trip and unpack, only to find out you forgot an item? Sounds like it’s time for ‘the next Ford, rather than a better horse’-concept for supermarkets. What will that concept be?