As a result of increasingly heightened expectations, it is important to allow individuals to consume on their own terms
At the tap of a button, billions of people have the power to summon whatever they want at a great price - and delivery is often free. In some cases, retailers have decreased fulfillment time to 30 minutes or less. With millions of products available to consumers and steep competition for the last mile, there’s never been a better time to be a shopper.
Marvin Ellison, CEO of Lowe’s, always asks the question, ‘what is in the best interest of our customers?’, with the vision to ‘provide a total home solution for customers’. He sees effective technology as the key driver of this, yet it's technology that no one sees. “All the customer knows is that the transaction was easy; all the associates and supply people know is that the system works well.”
Sumit Singh, CEO of Chewy said he spends early mornings reading reviews on websites to understand customer issues and inquiries and find solutions; “to live inside the details, listen closely, and have mechanisms that allow you to work backward from customers. Additionally, “it takes seven trials to form a habit and 12 to form permanence.” A year into the pandemic, retailers that are meeting consumer expectations are finding their consumers have formed lasting habits.