Before The Sale
Retail success begins well before a sale with customer strategy and effective marketing.
- Designing The Customer Experience. Successful retailers have always been customer-centric. But best-in-class retailers are building upon their customer focus with Customer Experience (CX) management strategies in order to stand out in a socially connected, multi-channel and increasingly competitive retail environment. But while Customer Experience is getting plenty of media headlines and talk among retail executives, the design and fulfillment of a customer’s wants, needs and experience is a complex undertaking that remains elusive for most retailers. I’ve written a lot on this topic, including how to implement Customer Experience strategies and programs. But despite its difficulty, recognize that the need for CX in retail is inversely related to brand or product superiority, and make no mistake that CX is a retail business imperative.
Link – CRM Search