Today’s consumers have innumerable options to choose from and the days of being brand loyalist are in the past. This paper, "Customers don't have time for half-baked omnichannel", examines how retailers can avoid over-promising and under-delivering and take the necessary steps to build customer-centric, omni-capable organizations.
To create a seamless experience for consumers, a retailer must first build a seamless organization. With nearly all products and pricing available on demand consumer loyalty is fleeting and retailers rarely get a second chance if they provide a disappointing experience. Delivering top-notch service is easier said than done, but it is crucial to stay afloat in an ever changing and increasingly competitive environment.
For more on how CEOs see the importance of a seamless customer experience, view the 2016 Top of Mind Survey.