Digital consumption
Taught by Ben Wilson · AI tutor support included
You'll learn how digital consumption has fundamentally changed customer behaviour and expectations, and why businesses must adapt to stay competitive.
This lesson is part of a paid course
Buy the course to unlock every video lesson and the AI Tutor, plus mock exams with feedback on CIMA courses.
Already bought? Sign in
Ask the AI tutor anything about this lesson
It knows every lesson in the course — explanations, clarifications, practice questions.
In this lesson
- 0:00 Digital consumption transformation
- 1:06 Three key themes for customer retention
- 2:12 Access over ownership in digital markets
- 2:58 Sam Smith's pub case study analysis
- 4:39 Why Sam Smith's misses modern strategies
About this lesson
This lesson explores three critical themes for attracting and retaining customers in the digital era: delivering experiences rather than just services, providing hyper-personalised offerings, and prioritising access over ownership. You'll see how companies like Netflix, Spotify and Airbnb have leveraged these principles, then apply your understanding to a real exam question analysing Sam Smith's unconventional strategy of banning digital devices in their pubs—examining where this approach succeeds and where it misses the mark against modern customer expectations.
Duration: 6m
Transcript
Every lesson comes with a full searchable transcript - included with the course.
Get the E3 Objective Test course
All 107 video lessons, timed mock exams marked instantly with an explanation for every question, an AI Tutor in every lesson and lifetime access.
Already bought? Sign in