Changes in consumer behavior and expectations thrust forward by global disruptions, advancing technologies, and new service models continue to put pressure on retailers. No longer is it enough to have a store or a website that merely transacts—modern consumers expect retailers to not only understand them, but anticipate their needs, personalize their experiences, provide unexpected value, and make all touch points seamless, convenient, fast, and easy.
Of course, recognizing the reasons for and importance of becoming a customer-centric retailer is merely the first step. Knowing how to do it is another matter. In the second part of this point of view series, we will outline several key transformational steps to consider in identifying, assessing, and implementing strategies to evolve your enterprise towards customer-centricity.