Customers say they want a more seamless experience across all channels and touch-points. “Sure” you say, “but it’s very expensive and complicated to implement that level of integration.” 304 more words
Tags » Customer Centric
One of the more amusing moments of my time at Sears was when our newish CEO insisted that we stop referring to our customers as “him” and instead say “her.” This was meant to underscore the need to reinvigorate our apparel business and identify women as the most frequent decision-makers for our softline categories. 172 more words
Because virtually all retailers have historically organized themselves around their sales channels, there is major conflict.
Because customer data typically resides in silos, a mighty struggle exists to provide a holistic, customer-centric view. 149 more words
NOTA AICEX: “Big Data” sembra essere la parola del momento. L’autore del blog di oggi ci spiega come si lega il Customer Experience Management ai Big Data e come si possa ottenere un approccio customer centrico. 993 more words