Handle with Care: Episode 1 – The Economics of Expectations

Featuring Richard Lim, Chief Executive at Retail Economics

In the first episode of Handle with Care: A GFS Podcast, host Sambi explores whether we’ve entered an expectation economy, where the cost of convenience is higher than retailers and customers realise.

Joining her is Richard Lim, Chief Executive of Retail Economics, to unpack what’s shaping retail profits, driving customer loyalty and redefining the balance between customer expectations and commercial reality.

Together, they discuss:

• How evolving customer expectations are changing the economics of retail.
• Why delivery and returns have become part of the loyalty equation.
• The growing importance of data, personalisation and AI in customer experience.
• How retailers can strike the right balance between promise and profitability.

From rising costs to the future of convenience, this episode offers valuable insights for anyone navigating the shifting retail landscape.

🎧 Listen now and discover why – behind every parcel and every promise – there’s something precious at stake.