Retail sector moves from product sales to customer experience: Experts

Bangladesh's retail sector is undergoing a structural shift from product-centric sales to experience-driven consumption, as customers increasingly demand better service, modern store environments and personalised shopping experiences, industry experts said.

The observation was shared at the Bangladesh Retail Congress 2026, held today (18 April) at Radisson Blu Water Garden Hotel in Dhaka.

The eighth edition of the congress, organised by Bangladesh Retail Forum in collaboration with Bangladesh Brand Forum, carried the theme "Transforming Retail Through Knowledge." The event was presented by Shwapno and powered by Singer Bangladesh Ltd and Bata Bangladesh.

Speaking at the event, MHM Fairoz, managing director and CEO of Singer Bangladesh Ltd, said consumer expectations have changed significantly in recent years.

"Earlier, shoppers visited stores simply to buy products and leave. Now they also consider store ambience, music, staff attire and behaviour," he said.

He added that "experience zones" are gaining popularity, particularly in electronics and home appliance retail, where customers can interact with products before purchase. According to him, televisions are increasingly being positioned as "infotainment" devices rather than just entertainment products.

Faria Yasmin, managing director of Bata Bangladesh, said the retail market in Bangladesh can now be broadly segmented into three consumer groups.

She said affluent customers prioritise flagship outlets and premium service, where brand experience outweighs price considerations.

The growing middle class seeks a balance between quality, pricing, warranty and after-sales service, while lower-income consumers remain largely price-driven with a focus on affordability and accessibility.

Tanzim Alam, country head of Inami Bangladesh, said increased digital penetration has made consumers more informed than ever.

"Consumers are no longer relying only on Google searches. Many are now using AI-powered tools to compare both local and international brands," he said.

He added that maintaining a strong digital presence has become essential for brands, rather than optional.

Speakers noted that established companies are facing rising competition from young entrepreneurs, many of whom are successfully operating e-commerce businesses from home with limited capital.

They also observed a decline in brand loyalty among Gen Z consumers, who are more willing to switch brands based on value, quality and overall experience.

Industry leaders stressed the need for easier financing, stronger logistics infrastructure and wider adoption of digital technologies to sustain sector growth.

They cited India's rapid expansion of quick commerce models as an example of how technology can reshape retail markets, adding that similar opportunities exist in Bangladesh if businesses modernise operations and strengthen customer trust.

The day-long summit featured keynote speeches, panel discussions and insight sessions with participation from leading retailers, FMCG executives, apparel sector leaders and marketing professionals.