Test Cookie policy: All websites across the EU are now required to ask your permission to place cookies on your machine, and you can refuse to give it.

We have limited Spanish content available. View Spanish content.

Snap Chart

The Amazon Effect on What Consumers Value

Amazon’s dominance has actually changed which Elements of Value matter most to consumers in mass merchandising.

  • noviembre 07, 2018

Snap Chart

The Amazon Effect on What Consumers Value

Over the past three years, Elements of Value® such as reduces effort and avoids hassles have become more important catalysts for consumer loyalty in mass merchandising as measured by Net Promoter Score®. Amazon delivers on these quite functional elements at a very high level, several consumer surveys by Bain & Company have shown. Its ascendance illustrates how some companies, as their innovative business models help them to expand their market share, can change what things really matter to consumers across a category.

Lori Sherer is a partner with Bain & Company’s Customer Strategy & Marketing practice. She is based in San Francisco.

Elements of Value® is a registered trademark of Bain & Company, Inc. Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Related Brief

Delivering What Consumers Really Value

Excelling on the Elements of Value® leads to revenue and market share growth.

Tags

Want to continue the conversation

We help global leaders with their organization's most critical issues and opportunities. Together, we create enduring change and results