Making Customer-Centric Retailing A Reality

August 2012 Integrated Solutions For Retailers

By Melanie Tabet, marketing communications manager, and Will Roche, senior vice president, Raymark

In today’s cross-channel world, maintaining the customer connection becomes even more difficult and important.

Price, product, promotion. They’re all important. But without PEOPLE, they mean nothing. Customers are people first, and understanding what they want and how to deliver it to them is an art. Like any art form, it begins with inspiration. Customers need to be a retailer’s inspiration every step of the way if true customer centricity is to be achieved.

In the quest to reach customers on a deeper level, retailers must understand what drives them and have the ability to act on that information. Customers expect retailers to have the flexibility to provide and process information through any channel, and retailers need to be equipped to meet those expectations.