Forum: Retailers must adapt to modern consumer behaviour

Recently, I visited Best Denki intending to make a straightforward purchase: a $75 standing fan I had found on its website. Armed with screenshots and optimism, I arrived at the store, only to discover the same model priced $30 higher in-store.

When I inquired, the sales staff tersely informed me that “online and in-store prices are different”. No offer to match the price. No attempt to explain or assist further.

I walked out with no fan, and a reminder of why traditional retail in Singapore is facing an uphill battle.

Many retailers fail to understand or embrace the concept of omni-channel shopping – the seamless integration of online and offline experiences that today’s consumers expect.

In an age where consumers do their research online before stepping into a store, why is physical retail treated as a separate, siloed universe?

The fan, identical in make and model, should not cost more simply because it sits under fluorescent lighting instead of appearing on a web browser.

The dismissive attitude I encountered also highlighted the absence of any meaningful customer service training or empowerment.

Retailers must invest in staff training, upgrade digital infrastructure and align pricing across platforms.

True omni-channel commerce doesn’t just offer convenience, it builds loyalty. A retailer who makes it easy for me to complete my purchase, no matter the channel, wins my business not once, but repeatedly.

Until then, I will keep shopping elsewhere. Retailers who fail to adapt to the realities of modern consumer behaviour should not be surprised when foot traffic dwindles and sales plummet.

Tuan Ming Lee