The metrics in The Customer Dimension, which show European retailers maintaining their performance from last year, suggest that companies have already optimised performance in key areas.
Digital-savvy customers expect merchandisers to deliver websites with rich content, plenty of product information and personalised offers. Thanks to technology, explains Penelope Ody, they can.
Building memorable and consistent customer experiences is tough. RetailX research reveals that retailers often perform strongly here, yet there’s plenty of room for improvement too. Jonathan Wright looks at the numbers.
Understanding customers is essential for successful retailing but, as Penelope Ody explains, digital technology and changing demographics are presenting new challenges