When retailers build businesses around their customers’ wants and needs, traders find that new priorities begin to emerge. It becomes important to find out both what customers expect, and how customers behave when they shop. Thinking about consumers in this way means that traders start to meet expectations of speed and efficiency, delivering response times across all areas of customer service that not only keep existing consumers loyal but impress new and potential shoppers.
In this IRUK 500 Dimension Report about The Customer, we’ve kept our focus sharply on the customer, mapping how leading retailers currently understand and serve shoppers, as well as how service is adapting and changing in response to buyers’ behaviour. The influences of new technologies, new kinds of retail services and wider social changes all play in here.
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