The future of Services in Retail (2018)
01-05-2018
The future of retailing involves increasing integration of services and the supply of products, creating solutions that meet the emerging demands of omni-consumers whose multi-channel access blurs the barrier between physical and digital arenas.
What's lacking for this consumer is time.
Simultaneously, the intensification of retail competition and pressure on already reduced margins of the sector impel retailers to seek alternatives to reinvent their businesses.
Combining these factors is relatively simple and logical; however, it requires strategic, operational and especially cultural transformation.
Historically, retail has involved buying and selling products. Over time, services were added to differentiate, add value, meet emerging demands, create new billing opportunities, or strengthen positioning.
In this context, eight waves of retail services were identified and incorporated over time - not necessarily sequentially - in the offer of various business models.
What's lacking for this consumer is time.
Simultaneously, the intensification of retail competition and pressure on already reduced margins of the sector impel retailers to seek alternatives to reinvent their businesses.
Combining these factors is relatively simple and logical; however, it requires strategic, operational and especially cultural transformation.
Historically, retail has involved buying and selling products. Over time, services were added to differentiate, add value, meet emerging demands, create new billing opportunities, or strengthen positioning.
In this context, eight waves of retail services were identified and incorporated over time - not necessarily sequentially - in the offer of various business models.