2019 is set to be one of the most challenging years retailers have ever faced. The market is flooded with uncertainty – and many retailers appear paralysed by indecision. Should the priority remain cost cutting or are there any opportunities for growth? Retailers that continue to innovate, listen to their customers and invest in technology will reap the rewards; but, asks Craig Summers, UK Managing Director, Manhattan Associates, what is the cost of doing nothing?
After a decade of omnichannel retailing, it should not be news to retailers that customers buy from a brand, not a channel. And yet, channel-specific policies persist; policies that not only undermine the quality of the customer experience but actively jeopardise brand perception.
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