The changing world of customer experience in FMCG

Forrester Research defines customer experience as “how customers perceive their interactions with your company.”Customer experience in FMCG starts with how customers become aware of a brand/company and ends with any interactions with the company’s team for returns, damaged products etc. This includes any activities the brand team or company may undertake to increase awareness and encourage …

Recent regulations in the FMCG sector

Increasingly, consumers are demanding products which minimise harm to, or have a positive effect on, the environment. As a result, there has been a proliferation of brands and products which claim to meet that demand. Thus, there have been an increasing number of regulations in the FMCG sector addressing health and environmental impacts , especially …

Internet and its influence on sales

On 12 March 1989, Sir Tim Berners-Lee submitted his proposal for the World Wide Web. Sir Berners-Lee proposed a way of structuring and linking all the information (like a web) available on CERN’s computer network that made it quick and easy to access. This concept of a ‘web of information’ would ultimately become the World …

DtC scaling – strategies to mitigate risks

There is no doubt that the pandemic accelerated growth for several e-commerce FMCG/CPG (FMCG = Fast Moving Consumer Goods; CPG = Consumer Packaged Goods) brands. However, scaling DtC (Direct to consumer) brands online is far more expensive than scaling through supermarkets. According to Statista, 80% of sales are still happening in store. Whether that is …

Convenience stores – a key battleground for brands

15 years ago, the key battleground for brands was discounters. Aldi, Lidl and Iceland were growing rapidly and FMCG companies were looking at how they can gain share in these channels. Convenience was an important channel, but the entire channel usually got the same level of attention as a large supermarket chain did. According to …

Diversity, Equity & Inclusion – the topic du jour

Much has been written about Diversity & Inclusion in the FMCG sector. It has to be said that the FMCG sector is possibly one of the more diverse sectors I’ve seen to date. However, this varies significantly from one region to region and from company to company. Today’s blog explores what some of the best …

Thriving in the era of uncertainty

In December 2021, Harvard Business Review published a book by John E. Katsos and Jason Miklian – Preparing for the Era of Uncertainty. This book posits that we are currently living in the era of uncertainty and gives organisational leaders the frameworks and tools, that are used by organisations and businesses in conflict zones, to …

Surviving inflationary & supply chain pressures

At the start of 2022, everyone was breathing a sigh of relief as we started to accept that non-lethal variants of Covid-19 were going to be a part of our lives going forward, just like influenza and how we live with it. However, by February 2022, everyone was talking about rising food prices and how …

Sustainability and stock

For FMCG/CPG companies, optimal retail stock levels is about maintaining enough stock at a retailer’s warehouse or at a store level to eliminate out of stocks in stores. For retailers, optimal retail stock levels is about maintaining just enough stock to eliminate overstocking in stores or at their warehouses. However, optimal stock levels need to …

Can a shift in power balance help the FMCG sector?

Years ago, the power balance between manufacturers (suppliers) and retailers was skewed towards the former, but with consolidation in retail and the formation of large players like Tesco & Walmart, the power balance favours retail currently. Imbalance driven by low fragmentation in the sector In the UK, the large grocers/supermarket chains (Tesco, Sainsbury’s, Morrisons and …