„Customers today: shopping anytime, anywhere” | KPMG Hungary

„Customers today: shopping anytime, anywhere”

„Customers today: shopping anytime, anywhere”

The study, which collected responses from over 400 executives and 7 100 customers on contemporary shopping habits revealed that whilst executives realize the importance of the required operational and mindset shifts, the response to customer demands is generally delayed.

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Technological innovations have fundamentally changed consumer habits. By every measure, retailers are now experiencing the impact of the shift in habits. For the customer today, going shopping is no longer an isolated event or location; instead customers today are shopping anytime and anywhere. During this, they communicate over multiple channels simultaneously. Like with any fundamental disruption, businesses that embrace change and adapt quickly can realize intense growth; conversely those do not will lag behind.


The study, which collected responses from over 400 executives and 7 100 customers on contemporary shopping habits revealed that whilst executives realize the importance of the required operational and mindset shifts, the response to customer demands is generally delayed. Customers are to be positioned to the center of the new operational model and approach, as such businesses should provide customized offerings via relevant channels. This requires customer-centric, data-driven operations and seamless integration across all customer channels. Overall, consumer markets will transform in line with the paths taken by market participants in terms of operations and mindset.
 

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