The pandemic has marked a turning point for retailers. Everything has changed now: purchasing behaviour, expectations in terms of customer experience and the physical retail experience.
Customer Obsession is no longer a luxury, it is a long-term competitive strategy. And it depends, in particular, on the ability to listen and react to the customer in real-time - a reality that is even more evident for customer-facing employees (79%).
Download this report to:
- - Understand how to implement Customer-Obsession organisation-wide
- - Decipher the equation "Better EX = Better CX "
- Understand the true benefits and value of a Customer Obsessed culture
This Opportunity Snapshot was commissioned by Critizr.
To create this profile, Forrester Consulting fielded custom survey questions asked of 261 respondents which included perspectives of both HQ and customer-facing workers. The custom survey began in February 2021 and was completed in May 2021.