Customer centricity – as change accelerates, it is the one constant
Woolworths has seen the COVID-19 pandemic accelerate and concentrate a number of trends in shopper behaviour. Woolworths CMO Andrew Hicks spoke to Cartology MD Mike Tyquin about how a customer centric mindset and timely adaptation to shopper behaviour can help brands stay ahead of the rapidly evolving customer landscape – and it’s the small things that make a big difference.
It is no understatement to say that Australians have fundamentally changed their shopping behaviour over the past 12 months. Woolworths Group’s media business, Cartology partnered with FMCG research consultancy Advantage Group to survey 40 of Australia’s FMCG leaders on their view of the evolving landscape of customer needs and engagement. Their resounding response was that digital is the new front door of retail business, and the new world is a customer led one.
In a three-part series Woolworths, Cartology and brands will discuss how the industry is responding to a year of customer transformation. View the second video in the series featuring Woolworths CMO Andrew Hicks and Cartology’s Mike Tyquin below.
https://vimeo.com/568735683
Cartology is Australia’s premier media company for FMCG brands, unlocking the potential of Woolworths Group’s store network, eCom and digital ecosystems. Cartology connects brands with the Woolworths customer across our supermarkets, Dan Murphy’s and BWS. Cartology provides a direct and trusted avenue for brands to connect in a meaningful way at scale. Unless it ends in a customer – does any of it matter?
