Joan Treistman

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...]

There's a difference between buying into customer-focused mobile technology and strategy that is developed on customers' use of mobile technology. What I read is that retailers are moving ahead with technology they are told relates to customers, but not necessarily basing retailer strategy on customer mobile behavior. Just saying.