Retailers Must Prioritize Trust to Close Gap with Consumers by 2025
Retailers face a growing trust gap with consumers due to fragmented brand messaging, data privacy concerns, and lack of first-party data. A recent Retail Tech Forecast 2025 by SmartOSC, led by CEO Thai Son Nguyen, highlights that 83% of APAC retailers worry about privacy on third-party social commerce platforms. To rebuild trust, retailers must embrace authenticity, transparency, and proactive data management.
Consumers today are more digitally literate but also skeptical. They prefer honesty and transparency in brand content. To address this, retailers should make privacy a key feature, not an afterthought. This involves being proactive about explaining data collection and use, implementing permission-based marketing, and offering easy opt-outs. Additionally, retailers can adopt a content management system (CMS) to maintain consistency across platforms and reduce misalignment.
To rebuild trust, retailers should invest in a branded e-commerce experience. Centralizing consumer data transparently and building communities on owned platforms can also help. By 2025, technology alone will not be a competitive advantage in e-commerce. AI personalization, unified commerce platforms, and omnichannel logistics will be industry norms. Therefore, retailers must focus on building credibility and fostering consumer relationships.
In summary, retailers must prioritize trust-building measures to close the growing gap with consumers. This includes embracing transparency, proactive data management, and investing in a branded e-commerce experience. By doing so, retailers can rebuild trust and thrive in the competitive e-commerce landscape of 2025.
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