Wednesday, July 23, 2008

It's All About the Customer

Since forever, merchants have ruled in retail. Most of them believe that it’s the product that sets them apart and defines the brand, though they rarely use the “b” word. Sales associates, store design, web design, usability, and customer service – the main people and places through which customers interact with retailers – are generally not on the path to the top jobs at most retailers.

Don't get me wrong - I'm a big believer in product. Without an assortment, a retailer stands for nothing. In my view, product is necessary but not sufficient for building enduring retail business value.

And that’s the reason for this blog: To highlight what’s new in the retail customer experience and celebrate what works … to champion the retailers who get it right, and call to action those who don’t.

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