The customer-centric store: Delivering the total experience
Burdened by different priorities, many retailers have lost focus on the total retail experience and as a result customer satisfaction is down. What must retailers do to differentiate themselves in the marketplace and regain their focus on the customer?
Today, retailers face a "world of extremes" characterized by unprecedented complexity, intense competition and marketplace polarization. Customer expectations for what constitutes a satisfying shopping experience continue to rise. Burdened by different priorities, many retailers have lost focus on the total retail experience and as a result customer satisfaction is down.
What must retailers do to differentiate themselves in the marketplace and regain their focus on the customer? How can retailers create a more pleasurable and highly satisfying shopping experience that will meet the needs and demands of today's customers? The answer lies in delivering a customer-centric store experience that is supported by customer-centricity embedded throughout the retailer's organization.
To read the complete study, download the PDF at the top of this page.
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