Beyond Channels: Chasing Retail Customer Loyalty

January 7, 2014 by Bonnie D. Graham 0

The buzz: Wake-up, retailers! Today’s shoppers are not loyal to any one channel. They expect to browse, price, purchase, and even return items across multiple platforms and devices. Are you ready? The experts speak:

Brian Kilcourse, Retail Systems Research: “The retail industry is at a true ‘reset’ moment, triggered by the rapid adoption of consumer technologies around the globe. It’s no longer about what retailers want to sell, but what consumers want to buy.”

Christine B. Whittemore, Simple Marketing Now: “The biggest challenge in retail today is figuring out how to be human across all channels and expressing that in a convincing manner to customers.”

Russ Hill, Jr., SAP: “Uncovering customer buying behavior is a matter of survival and a necessary ingredient that is radically changing the way business processes are orchestrated in the retail enterprise. No longer open heart surgery, but a heart transplant.”

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