Focus on customer engagement

New rivalry: Zhen (left) says the challenge moving forward is to help retailers overcome competition as more businesses move online.

WHEN retailers moved online by the droves in the early days of the movement control order (MCO), many found not just a new channel to sell their products and services, but also many more new competitors.

Amidst the flood of brands online, it became difficult for retailers, particularly those in F&B, to engage consumers and encourage them to keep returning. Acquiring and retaining customers became a challenge as businesses threw in steep discounts and promotions to remain top of consumers’ minds.