Philip Clarke has set out his vision of a “new retailing” based on consumer trust, where technology removes the boundaries between online and in-store shopping.
Speaking at the British Retail Consortium’s annual symposium, the Tesco chief executive announced plans to expand the supermarket’s Click & Collect service into groceries following a successful trial.
Tesco will also double the number of stores offering services in non-food by the end of the year to 600 and will add clothing to the service from next month.
Clarke said it was “more important than ever [retailers] show we are on the customers’ side”.
“We are in a new era of retailing, creating great opportunities and challenges for every retailer, and putting even more focus on consumer trust,” he said in the symposium’s keynote address today.
“The digital revolution that has turbo-charged globalisation is transforming how consumers and companies behave. This revolution is boosting competition, lowering prices, creating new virtual companies and allowing people to sell goods to each other without a middleman.
“In the era of new retailing, it’s more important than ever that we show that we are on the customers’ side, that we are here to make their lives that bit easier, that bit better.
“That’s the bedrock of the trust I want to build as we become the model for new retail.”
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