It’s time for businesses to turn their attention back to their relationships with consumers. Specifically, they need to rethink their digital strategies to move beyond e-commerce and strive for the kinds of personal relationships that were typical years ago, between shoppers and local stores.
Being ‘connected’ enables us to understand, engage and deliver more relevant and personalised experiences.
Consumers are experiencing and buying brands virtually everywhere - online, through social media channels, via handheld devices and with digital terminals in-store. With digital offerings ranging from QR Codes, branded apps, loyalty cards and gamification, the growth of online shopping is moving to what we call ‘digital concessions’ or bricks and mortar business models.