How to court disloyal shoppers

Disloyal consumers now prefer to shop at any place that offers them good buys, convenience or service, and stores are fighting back

Shoppers no longer want to stick to the same stores, preferring to visit a variety of stores online and off.
Shoppers no longer want to stick to the same stores, preferring to visit a variety of stores online and off. PHOTO: ISTOCKPHOTO
Shoppers no longer want to stick to the same stores, preferring to visit a variety of stores online and off.
MS JEANNE DANUBIO, head of global retail at market research firm Nielsen ST PHOTO: SYAMIL SAPARI
Stores like (clockwise from left) Muji and the Apple Store offer more than shopping, while Sephora launched a mobile app that adds experience into digital shopping by letting shoppers try on make-up virtually.
Stores like Muji (above) and the Apple Store offer more than shopping, while Sephora launched a mobile app that adds experience into digital shopping by letting shoppers try on make-up virtually. PHOTOS: ALVIN HO, ST FILE, SEPHORA
Stores like (clockwise from left) Muji and the Apple Store offer more than shopping, while Sephora launched a mobile app that adds experience into digital shopping by letting shoppers try on make-up virtually.
Stores like Muji and the Apple Store (above) offer more than shopping, while Sephora launched a mobile app that adds experience into digital shopping by letting shoppers try on make-up virtually. PHOTOS: ALVIN HO, ST FILE, SEPHORA
Stores like (clockwise from left) Muji and the Apple Store offer more than shopping, while Sephora launched a mobile app that adds experience into digital shopping by letting shoppers try on make-up virtually.
Stores like Muji and the Apple Store offer more than shopping, while Sephora (above) launched a mobile app that adds experience into digital shopping by letting shoppers try on make-up virtually. PHOTOS: ALVIN HO, ST FILE, SEPHORA
Melissa Heng
Updated
Jun 29, 2018, 06:43 AM
Published
Jun 29, 2018, 05:00 AM
New: Gift this subscriber-only story to your friends and family

Shoppers have no qualms about being disloyal these days.

This trend intrigues Ms Jeanne Danubio, head of global retail product leadership at market research firm Nielsen, who says consumers are now more likely to shop through multiple channels both online and off, and to visit a variety of stores rather than focusing on a one-stop shop.

Already a subscriber? 

Read the full story and more at $9.90/month

Get exclusive reports and insights with more than 500 subscriber-only articles every month

ST One Digital

 $9.90/month

No contract

ST app access on 1 mobile device

Subscribe now

Unlock these benefits

  • All subscriber-only content on ST app and straitstimes.com

  • Easy access any time via ST app on 1 mobile device

  • E-paper with 2-week archive so you won't miss out on content that matters to you

Join ST's Telegram channel and get the latest breaking news delivered to you.

A version of this article appeared in the print edition of The Straits Times on June 29, 2018, with the headline How to court disloyal shoppers. Subscribe

Available for
iPhones and iPads
Available in
Google Play

MCI (P) 066/10/2023. Published by SPH Media Limited, Co. Regn. No. 202120748H. Copyright © 2024 SPH Media Limited. All rights reserved.

Back to the top