Customer Experience – January 2014

In this issue, we take customer experience for our theme. At the heart of our exploration of what the consumer wants, and how retailers best deliver that, lies one key question: how do we best serve a customer who is taking an ever more powerful role in the retail transaction?

View Digital Version

We echo the words of retail veteran Sir Stuart Rose, who formerly led M&S and is now chairman of a string of innovative ventures including Ocado and Dressipi. “They always used to say the customer is king,” he told Internet Retailing Conference 2013. The customer is not king any more. The customer is master of the universe – you have to give them what they want, when they want it.”