Drivers for Customer Experience in Petro Retailing

Abstract

Many far-reaching trends are disrupting the retail fuel markets across the world. These trends are accentuated by the rise of alternative energy (renewable, electric), emerging models in mobility (shared mobility), and heightened customer expectations converging around convenience and personalization. Customers express the need to recognize each individual and tailor products and services to their individual needs. Digital will play a dominant role in the emerging scenario. The ongoing shifts will alter the contours of competitive advantage in the industry and require a transformation of the existing business model. Customer buying behavior is changing over a period of time with the advancement of technology. Accordingly, drivers influencing the customer experience have also evolved and required identification and validation.