Matthew Keylock

Customer Engagement High on Retailers' 2012 To-Do List

February 17, 2012

FROM RETAILWIRE:
Retailers plan to get all customer-centric this year by focusing on customer service initiatives, upping investments in IT, e-commerce and mobile. That's the conclusion of a new report, Benchmarks for 2011, Forecasts for 2012, from the National Retail Federation Foundation and KPMG. Where do you see the greatest opportunities for retailers to engage more effectively with customers?      [more...]

Customer service is more than an initiative. A few new gadgets won't make much difference without this being truly core to the strategy, culture and measures of the business.