The Hallmarks Of Customer Centricity

By Matt Pillar, chief editor

It’s a gross understatement to say I spend a lot of time talking with retailers, and almost without fail, every retailer I talk to stakes a claim in “customer centricity” as a differentiator. In fact, if taken at face value, there’s do differentiation at all in putting the customer at the center of tech and operations decision-making, because everyone alleges to be doing it.

But, how many so-called “customer centric” retailers are actually taking direct cues from the customer? Last quarter, PwC interviewed a whopping 19,068 consumers in preparation of its Total Retail V Survey. That makes it a must-read for the sincerely customer-centric retailer.

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