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Retail in Chile Final Customers Identification

Customers Categorization

The final customers in the Chilean retail value chain can be broadly categorized into two main segments: Business-to-Consumer (B2C) and Business-to-Business (B2B). The retail value chain, as described, culminates in delivering products from suppliers through retailers to these final customers. [Abstract, Introduction]

  • B2C (Business-to-Consumer): This segment represents the majority of the final customers in the Chilean retail industry. These are individual consumers who purchase goods and services for personal or household consumption. They interact with retailers through various channels, including physical stores and increasingly through e-commerce platforms and mobile applications. [Introduction, Marketing and Sales, Services, Retailer-Consumer Relationships]
  • B2B (Business-to-Business): This segment consists of businesses that purchase goods from retailers, typically for operational use, resale, or specific projects. Within the Chilean retail context, this includes smaller retailers, restaurants, hotels, and professional contractors or builders. [Players Analysis - Supermarkets, Players Analysis - Home Improvement, Value Chain Relationships and Business Models - Wholesale Models, Value Chain Relationships and Business Models - Specialized Retail]

Detailed profiles of customer characteristics and demographics

Based on the provided value chain analysis, the characteristics and demographics of these final customers can be described as follows:

  • B2C Customers (Individual Consumers):

    • Demographics and Income Segments: While the retail sector serves the entire population, some segments specifically target particular income groups. For instance, certain department stores like Abcdin and Empresas Hites often focus on middle and lower-middle income segments, competing on price and credit accessibility. [Players Analysis - Department Stores]
    • Behavior and Expectations: Modern Chilean consumers exhibit evolving expectations. They increasingly demand convenience, seeking easy shopping experiences and fast delivery options, particularly with the growth of e-commerce. [Bottlenecks and Challenges, Value Chain Relationships and Business Models - Shifting Consumer Behavior and Expectations] Personalization in offers and experiences is also a growing demand. [Bottlenecks and Challenges, Value Chain Relationships and Business Models - Shifting Consumer Behavior and Expectations] Furthermore, consumers are becoming more conscious of ethical and sustainable practices, influencing their purchasing decisions. [Bottlenecks and Challenges, Value Chain Relationships and Business Models - Shifting Consumer Behavior and Expectations]
    • Engagement: B2C customers are actively engaged through loyalty programs offered by major retailers, which provide rewards, personalized offers, and exclusive benefits to encourage repeat purchases. [Marketing and Sales, Retailer-Consumer Relationships, Value Chain Relationships and Business Models - Loyalty-Based] They also utilize the financial services, such as store credit cards and consumer loans, provided by many large retailers, which influences their purchasing power and loyalty. [Services, Retailer-Financial Institution Relationships, Value Chain Relationships and Business Models - Integrated Financial Services Model]
    • Specific Needs (by Segment): In the Home Improvement segment, B2C customers include "individual DIY consumers" who require products and advice for personal renovation or decoration projects. [Players Analysis - Home Improvement] In supermarkets, B2C customers purchase daily household necessities, including food, beverages, and household goods. [Players Analysis - Supermarkets] Pharmacy customers purchase pharmaceutical products, health, and personal care items. [Players Analysis - Pharmacies]

  • B2B Customers (Businesses and Professionals):

    • Nature of Business: This segment includes smaller retailers, restaurants, and institutions that source goods for their own operations or for resale. [Players Analysis - Supermarkets, Value Chain Relationships and Business Models - Wholesale Models] In the Home Improvement segment, B2B customers specifically include "professional contractors/builders" who require construction materials, tools, and related services for their projects. [Players Analysis - Home Improvement]
    • Purchasing Behavior: B2B customers often purchase in bulk quantities, prioritizing competitive pricing and efficient, reliable supply. [Value Chain Relationships and Business Models - Wholesale Models] Their needs are typically focused on the functional aspects of products and the efficiency of the transaction and delivery process.
    • Engagement: Retailers targeting B2B customers may offer specialized services, such as dedicated sales channels, bulk discounts, and services tailored to professional needs (e.g., project advice or specialized product availability in Home Improvement). [Players Analysis - Home Improvement, Value Chain Relationships and Business Models - Specialized Retail]

References:

  • Chile Loyalty Programs Market Databook 2025: 50+ KPIs on - GlobeNewswire. (2025-02-10). https://www.globenewswire.com/news-release/2025/02/10/2912520/0/en/Chile-Loyalty-Programs-Market-Databook-2025-50-KPIs-on-Loyalty-Programs-Trends-by-10-Consumer-Segments-Retail-Product-Category-Population-Demographics-Operational-KPIs.html
  • Chile Loyalty Programs Market Report and Future Growth Dynamics 2025: 14% CAGR Forecast During 2025-2029, with Chile's Loyalty Market Set to Reach $652.4 Million by 2029 - Business Wire. (2025-02-14). https://www.businesswire.com/news/home/20250214987349/en/Chile-Loyalty-Programs-Market-Report-and-Future-Growth-Dynamics-2025-14-CAGR-Forecast-During-2025-2029-with-Chiles-Loyalty-Market-Set-to-Reach-652.4-Million-by-2029---ResearchAndMarkets.com
  • El nuevo tiempo del retail en la disputa por el segmento C3-D - La Tercera. (2012-01-09). https://www.latercera.com/noticia/el-nuevo-tiempo-del-retail-en-la-disputa-por-el-segmento-c3-d/
  • Players Analysis - Department Stores (from user provided text).
  • Players Analysis - Home Improvement (from user provided text).
  • Players Analysis - Pharmacies (from user provided text).
  • Players Analysis - Supermarkets (from user provided text).
  • Retailer-Consumer Relationships (from user provided text).
  • Retailer-Financial Institution Relationships (from user provided text).
  • Services (from user provided text).
  • Value Chain Relationships and Business Models - Integrated Financial Services Model (from user provided text).
  • Value Chain Relationships and Business Models - Shifting Consumer Behavior and Expectations (from user provided text).
  • Value Chain Relationships and Business Models - Wholesale Models (from user provided text).
  • Value Chain Relationships and Business Models - Specialized Retail (from user provided text).
  • Value Chain Summary Table (from user provided text).