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How digital is shaping customer experiences for FMCG brands – Econsultancy

How digital is shaping customer experiences for FMCG brands – Econsultancy


FMCG brands have historically generated the lion’s share of their sales offline, with consumers typically buying their groceries, toiletries, and other consumables from supermarkets or third-party retail stores.

In recent years, however, the rise of digital technologies has resulted in changing consumer expectations, and a greater demand for convenience, better brand relationships, and an omni-channel experience.

According to Kantar Worldwide, global FMCG online sales grew seven times faster than total FMCG sales in the year ending June 2019. But it’s not just ecommerce that brands are investing in either; FMCG brands reportedly spent an average of $79bn on digital marketing in 2018.

So, what impact is digital having on CX for FMCG brands? This briefing will delve into the opportunities afforded by digital, the challenges, and whether it’s paying off.

This briefing will cover:

  • The direct-to-consumer opportunity
  • The Amazon effect
  • An evolving marketing mix
  • What future for promotion?
  • Changing channels for discovery
  • Loyalty in a digital landscape

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