Last week, I had the opportunity to speak on behalf of SONAE in a panel discussion with the EU’s Commissioner for Justice, Consumers and Gender Equality, Věra Jourová, as well as Amazon’s VP EU Retail and the Director General of European Consumer Organisation, BEUC. Organised in Brussels by the EU retailers’ trade association, EuroCommerce, the discussion focused on changes in consumer behaviour and experience.
During the high-level panel, which was attended by 100+ stakeholders from the public sector and the private sector, the European Commissioner praised the work that retailers are doing to offer greater choice, better prices, and more convenience for European consumers. Commissioner Jourová also talked about planned changes to European consumer rules, the ‘New Deal for Consumers’.
At SONAE, customers are at the heart of everything we do; we work to guarantee the consumer circle of trust, which is the holy grail of retailers’ business model. Our consumers want a true omnichannel experience and that is what we, at SONAE, offer them.
We are happy for the opportunity to present our vision for consumers, given that, with 350,000 clients shopping at our stores daily, we are in a unique position to identify and respond to changing consumer habits and behaviours. We call on the EU to foster an environment that improves customer experience, and we advocate for measures for an ever-more competitive retail sector, namely: more support for retail innovation, greater proportionality in regulation that hinders the Single Market, and action to address the skills shortage and mismatch.
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