By Kevin Leifer
If you’re serious about competing to win in retail, then you’re undoubtedly:
- Focused on your customers (vs. quarterly numbers).
- Invested in creating a unique brand experience.
- Committed to ensuring your customer experience strategy serves as an effective guide for all your teams and executes like a dream.
Reread that last bullet. Ask yourself: Does our CX strategy meet these standards?
Many retailers assume their customer experience strategy is airtight. In reality, there may be costly gaps or missteps undermining their entire effort—and killing their chances of achieving significant revenue growth.
To avoid a similar fate, you need to know what to look for (and what to avoid) during the strategic planning process. These five areas, in particular, require careful consideration.