Don't read this Inside Retail blog too quickly or you might miss the message. What Jon Bird is saying is that customers care a LOT about exercising their new power in the retail marketplace to get what they want, when they want it, and at a price they’re willing to pay. What customers don’t care about is whether or not it’s hard for any individual retailer to meet his or her needs, because there are plenty of other retailers standing in line to take care of them, if for some reason you can’t.
This brings to mind the Nike slogan “Just Do It” - or the older way of saying it: “If you can’t stand the heat, get out of the kitchen.”
The good news is that the growth of digital and internet tools is making it a lot easier to find ways to deliver the value each shopper is looking for and wants. The challenge now is to be able to continue to reinvent so that you’re staying step for step with the needs of your customers.