Some individuals argue that technological advancements in shopping have made it more accessible to everyone. While I tend to agree with this viewpoint, I also believe that it has led to confusion and irritation among shoppers.
On one hand, state-of-the-art technology has improved the customer experience in both physical stores and online platforms. Initially, electronic commerce platforms have made products easily available worldwide, breaking geographical barriers. For instance, a customer loyal to the Nike brand in Vietnam can now purchase the highly anticipated ‘flying 4%’ running shoes promptly on platforms like Amazon US SportsWear.com. Furthermore, customers in brick-and-mortar stores appreciate the convenience of computerized payment methods and customer services. By scanning a QR code at checkout, a shopper can swiftly pay for items, while an attendant can quickly issue a personalized loyalty card with special offers using CRM software.
However, I argue that modern technology has overwhelmed customers with choices and frustrations during the purchasing process. For instance, a simple search on a search engine like GG for baby diapers yields about 300 suppliers, each claiming to be the best brand in infant care. This abundance of options makes it more difficult for diaper customers to choose compared to a few options in a traditional store nearby. Moreover, cutting-edge technology may have flaws and glitches that frustrate customers. For example, the MOMO e-wallet faced difficulties connecting to its retail partners’ databases for a week, leaving numerous dissatisfied users who had to queue up to settle payments in person with cashiers.
In conclusion, while consumers now enjoy more choices and convenience, their shopping experiences have somewhat worsened due to technological disruptions.