Three I’s that could reframe the future of retail

With COVID-19 accelerating deep changes in how people shop and what they buy, retailers must shape new propositions that will be relevant now and into the future. This will involve moving beyond their traditional definitions of customer centricity to become truly integrated into the life of the customer by addressing three underlying consumer needs: make my life easier, make it feel better, make it more fulfilling. To achieve this, retailers must develop their value proposition to deliver the right blend of saving time, solving problems or creating experiences for their customers.

About George Veth

George Veth is a consultant in the areas of strategy execution and initiative management. Most recently, he has been leading a cross-boundary collaboration program with teams from cities across North America and Europe. He lives in Cambridge, MA, and runs a nonprofit SME Impact Fund in East Africa. His subject matter interests are organizational culture, management [system] innovation, and public value management.