
Not so long ago, having a ‘WebShop’ was all the rage. Everyone with some products to sell wanted one. Why? Because of the billions of new customers having one would bring. This new digital retail environment was the talk of the high street. Everyone from technologists to retail magnets had something to say about the mass ‘reach’ a WebShop would bring, and its impact on customer sales.
E-Commerce was created, and all you had to do was to pop your products into a big online list and sit back and watch the cash roll in. Let the good times begin.
Of course, and with everything on the web, there were some teething problems. The technology was new and difficult to setup at first, there were logistical and delivery issues to overcome and the consumer fretted (justifiably) over the security of web-based financial transactions. But, quicker that you’d think, these initial problems were ironed out and we all started to buy stuff online.
Yes, there were winners and losers. And some were better at it that others. Buy overall clever retailers sat back, watch their hits rise and their profits soar.
For a time things were great, people bought and FedEx got busy. But as with most commercial enterprise – some got lazy, they took their eye off the ball, they weren’t focused on their customers any more – all they were interested in were the numbers.
The consumer got bored. Where was the shopping experience in this new space? How were we supposed to ‘feel’ the product? What did we get beyond the product itself?
Today the digital retail space is changing, and it’s changing fast. Retailers who want to just sit back and let their ‘shop’ do the selling will perish. Those who take an active interest in helping their customers get a full shopping experience will thrive… (more…)