Squire Sanders should be commended for presenting an excellent debate and assembling such an inspiring panel of speakers who shared valuable insights not just for retail; but business success in general. To echo David Ciancio's comment about trust. The superficiality of the last two decades and the more recent economic turmoil has had a significant impact on consumers – your customers! Increasing global uncertainty, fewer resources, less time and a need to prioritise has manifested in an evolved ‘mindset’ where ‘ease’, ‘safety’ and ‘value’ are her critical drivers. In this heightened environment, quality products are no longer a guarantee of success. In fact they’re a basic – an assumed given! Manufacturers and retailers need to match product quality with service; differentiate through adding value… understand what’s really important to their customers… demonstrate empathy and care… and this must culminate in engendering trust, confidence and credibility at every touch point. In short Brands (retail or corporate) are no longer judged by what ‘they say’… but more on how they ‘look’, ‘act’ and ‘behave’. And guess what? If the way they look, act and behave isn’t consistent with what they say – that credibility quickly diminishes. Stuart Brown - Customer Experience Specialist

Stuart Brown