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Recent Posts
- Driverless cars will change everything about retail hotspots
- Avoid the tyranny of choice
- Why you are not a digital retailer
- Retail is not transforming, it is dissolving
- Fairtrade ensures supply chain security as well as trade justice
- A question of trust
- Improving is not winning
- Remodelling the brand / retailer deal
- How the world sees us
- The future of retail: You ain’t seen nothing yet
- The grocery market is not Amazon’s true target
- The fiction of friction
- Volatility killed the strategic plan
- Stores are far from a waste of space
- Brexit shows the danger of trusting averages
- Why retailers are choosing to own more of the process, not less
Twitter Updates
- Pleased to see three @OCC_Strategy alumni in the @RetailWeek Retail 100 list (@LukeJensenOcado, @mandeepsinghuk… twitter.com/i/web/status/1… 2 weeks ago
- Fabulous to be at the opening post-Covid of @Philharmonia Orchestra performing Richard Strauss at @southbanklondon… twitter.com/i/web/status/1… 2 weeks ago
- ‘Regulation of online giants is one of the most important policy challenges of our time’. My column in @RetailWeek… twitter.com/i/web/status/1… 2 weeks ago
- Hang on, what happened to epsilon, zeta, eta, theta, iota and kappa? twitter.com/MichaelPSenger… 3 months ago
- From my general experience of French power supply, it’ll be difficult to tell whether it’s a strategic blockade or… twitter.com/i/web/status/1… 5 months ago
Category Archives: Consumer behaviour
Avoid the tyranny of choice
The gloomy Danish philosopher Kierkegaard found much of life to be painful, but it can be assumed he would have harboured a particular ennui for online shopping. Too many options, especially when combined with the stress of information acquisition, create … Continue reading
Posted in Consumer behaviour, Online retailing, Retail
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The fiction of friction
Current wisdom has it that retailers must smooth away ‘friction’ from the shopping journey. Time is the ultimate scarce resource, we are told, and customers will reward us for giving it back to them. Decluttering, quick check-outs and electronic payments … Continue reading
Posted in Consumer behaviour, Multichannel, Online retailing, Retail, Strategy
Tagged retail, strategy
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The productivity conundrum
Christmas saw a continued acceleration of online migration: not perhaps an inflection point, as the trends have progressed now for several years, but certainly a quickening of pace. Each year, the fourth quarter is the one which sees the big … Continue reading
Poll dancing
Following last Thursday’s humiliation of all pollsters and pundits it would be understandable, and indeed probably appropriate, if no piece of consumer research were ever again digested without a hypertension-inducing slug of salt. But before we write off statistics and … Continue reading
Posted in Consumer behaviour, Future, Retail
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Be distinct or risk becoming extinct
It has become a commonplace that polarisation is accelerating. In grocery, switchers are migrating to hard discounters and premium chains such as Waitrose and M&S. In fashion, Primark and luxury brands are growing fastest. In general merchandise, it is B&M … Continue reading
Posted in Consumer behaviour, Multichannel, Online retailing, Retail, Strategy
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Seize the journey, not the moment
Much thinking about customer service has focused on “moments of truth”, the particular interactions with high emotional content which provide the opportunity to “delight” the customer and intensify loyalty. This idea is a useful reminder that an investment to make … Continue reading
Posted in Consumer behaviour, Multichannel, Retail, Uncategorized
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Ethical marks enter the mainstream
Tesco’s and Sainsbury’s recent dispute on whether Fairtrade products can be price-compared to non-Fairtrade comes down to what degree ethics play a role in consumers’ purchasing decisions. There is a strong body of evidence suggesting that the Fairtrade mark enhances … Continue reading
Posted in Consumer behaviour, Ethics, Fairtrade, Retail, Sustainability, Trust, Uncategorized
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Why retailing needs a new model
“Showrooming” involves customers visiting a store to seek advice or to experience a product, but completing the purchase through an internet retailer or directly with the brand. It has become such a menace for bricks-and-mortar retailers that a number of … Continue reading
Winning customers’ trust
One of the most striking findings of this year’s Retail Proposition Strength Index, launched by OC&C at the World Retail Congress two weeks ago, was that customers’ trust in retail brands is in sharp decline. Of nearly 400 retailers rated … Continue reading
Posted in Consumer behaviour, Online retailing, Retail, Trust
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Top of the Pops
In most economies, consumer confidence languishes at low levels. But how is consumers’ caution leading to reappraisal of their favorite stores? To say that value is in fashion, or that discounters should be winning, understates the complexity of changing consumer … Continue reading
Posted in Consumer behaviour, Economy, Multichannel, Online retailing, Retail
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