15 February, 2023

Customer experience in the retail sector plays a vital role – Deputy President


The Malta Chamber Deputy President Chris Vassallo Cesareo said that, “B&M retails has proven to be resilient over the last two decades despite the explosion in ecommerce. This characteristic resilience has manifested itself once again with B&M retail surviving the pandemic despite the damage suffered. What actually happened is that these two worlds – Ecommerce and B&M – have actually settled into a state of coexistence.”

He said this during ‘Industry focus series: Retail and Consumer’ event organized by The Malta Chamber and EY Malta. Deputy President also spoke about the customer experience, “by encouraging, training, nurturing, and incentivising our staff to make the experience for the customer a unique one. This will allow us to remain competitive with the convenience factor of online shopping. “

During the same event EY presented the 6th edition of the EY Malta Future Consumer Index. In this survey 22% of the 18-40 year old respondents who participated in this exercise said that most of their retail purchase are made online. 33% of the respondents said that they will only pay a premium for brands that they trust.

In relation to retail this week EMCS also published a two year study which provides a complete report on brand value and consumer perception of different brands in Malta. The ‘Brands in Malta Survey 2021 – 2022‘ highlighted that GO, Cisk and Farsons are amongst the top local brands. 

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