“To provide our clients with the services necessary to transform their relationship with their customers to be based on “shopping the way they want”. In addition, to provide our clients with the necessary tools and services to help them link the internal silos to improve collaboration and to put the customer at the heart of the decision making.”
The first part of our vision is about building a Continuous Dialogue relationship with customers, we also refer to this as Identity Retailing. This type of relationship isn’t just about personalisation. It is about understanding the influencers behind shopping which are dependent on the category. Food shopping is about allergens, diet, lifestyle & values and life stage. Fashion shopping is more inspirational covering styling and image management but also include lifestyle & values.
A continuous Dialogue relationship cannot be achieved by focussing on product retailing and transactions. To succeed, the focus needs to be on the customer journey to make it rich & seamless, also on the product information to encompass the information needed for customers to make decisions when they find, verify, get inspirations, plan and engage in social media.