10 quotes on the consumer, shopping, e-commerce

– Until we have a multi-sensory product experience in the digital world, the physical world will continue to be very important. We buy not only with our eyes, but also with other senses, for example smell, taste, touch. At the moment, in the digital world, we do not have the possibility to taste, touch and smell the products, but such technologies are developing. We are talking about electronic senses. These are invasive methods at the moment, for example to feel a sweet taste, you need to increase the temperature of the tongue. Maybe one day these technologies will allow us to smell likes on the Internet. Others are, for example, special gloves that allow you to feel the touch – Natalia Hatalska, CEO, Founder, infuture institute.

– E-commerce smarts are conscious e-commerces that meet the needs of the customer and the organization. It has three roles: information, marketing and sales. However, the online store cannot be treated as a separate channel. It is a path that must lead the consumer to shopping, also in fixed stores – Jakub Gierszyński, Sephora’s e-commerce director for the Polish and Czech markets.

– The future is in process automation to be able to effectively manage sales peaks and complete the last mile, which represents the highest cost, including environmental costs. The future also depends on data. Each organization must collect them. At LPP, we have a data science department of 70 people dealing with this area – J.Acek Kujawa, Vice Chairman of the LPP Board.

– Three threats hang over e-commerce. The first is technological debt. Companies that were among the first to launch themselves on the web must today “chase” technologies. The pandemic has greatly accelerated online traffic, stores must adapt to current standards. The second risk is related to logistics – we have significant costs here, which include warehouses, transport and mail. The basket must therefore carry the appropriate value. The third factor is cybersecurity – if a store fails in this area, it could be the end of it. Of course, there are universal risks for any business: inflation, funding, economic uncertainty – Krzysztof Gerlach, Managing Director Corporate Clients and Corporate Banking Development at mBank SA.

– Ease of use of mobile devices equals ease of purchase. We were attached to the screen much earlier, for example through television. What the pandemic has radically changed is the elimination of Poles’ fears of using credit cards. Now all apps connect customers’ credit cards. Consumers are convinced of this – Grażyna Piotrowska-Oliwa, Member of the Board, Pepco Group, Chairwoman of the Board, MODNE SHOPPING Group.

– We use technologies not only in a standard way for e-commerce. Our showrooms are also unique. Humanoid robots are primarily a gadget, but we also use them to inform customers about promotions, localize marketing content for specific locations, or quizzes for younger kids. Our technology is not just what the consumer sees at first glance, ie robots, tablets, digital signage. We have a warehouse stored intelligently thanks to data. It is both a customer-side and product-market database, he pointed out. Szymon Bujalski, administrator, e-commerce director of Modivo SA.

– We have been dealing with the concept of the post-modern consumer for some time. What is it characterized by? He no longer seeks profits, other things are important in his vision of the world. Capitalism has had a very strong influence on the social model, the main element of which are social classes. To have more meant to be higher in the structure. We are now at a different stage of development as a society. The value system changes. Consumption is not only a matter of satisfying needs, but also of pleasure – teacher. Małgorzata Molęda-Zdziech, director of the department of political studies at the Warsaw School of Economics.

– Must understand the conscious consumer who, on the one hand, pays attention to what he buys and is increasingly interested in the way brands produce, in ESG issues. Convenience is on the opposite side. Consumers would like to have faster, easier, more and more such. Another element is a personalized offer. – I want to buy what is for me, but I don’t want to provide information. These few extremes must be taken into account to convince and retain the customer – Krzysztof Kośmider, Managing Director, Accenture in Poland.

– Moving to a circular model is very important for any business. The planet’s resources are running out. Ecology is not a passing trend, it is an integral part of our reality. At 4F, we started our journey with circularity in January of this year. In two months, we collected a thousand kilos of clothes from different brands. We bring them back to market. In five stores, we sold nearly a thousand second-circulation garments. These products hang next to novelties. And this is only the beginning of our initiative. We want these activities to translate into business. We want to repair clothes, create recycled clothes. This is our idea of ​​circularity – Przemysław Feliga, ESG Project Manager, OTCF (4F).

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