5 Ways to optimize sales and CX by "walking a mile in their shoes"
In the age of the small retail shop, the owners did it all. They opened the store, waited on customers, helped them solve problems, rang the cash register and answered the phones. Small dealers and shop owners often still wear many of those hats today. This close contact and experience with the consumer may be the small retailer's single greatest advantage. In an effort to scale, large chains have moved management to a headquarters. Senior leaders rarely see customers, or see stores through the eyes of a consumer. The single greatest opportunity for retailers to improve customer experience is to require headquarters staff to walk a mile in the shoes of both consumers and staff who serve them.
Why this is important: With more consumers shopping online, in store experience becomes a critical differentiator. Yet, many executives are locked in an "ivory tower". One of the best strategies is get corporate headquarters to experience the front line.