September Newsletter

As the holiday season begins, retailers are filled with uncertainty:

• Will customers repeat their behavior from last season and delay spending until the last minute - squeaking out the last few cents of savings?
• Will the declines in retail inventory result in excessive stock-outs, with associated loss of revenue and customer trust?
• Or will consumers show some sign of rebound, returning just a bit to the ways of the past? 

We know one thing is true - that customers still crave a Wow! customer experience and will go out of their way for those retailers.

But the current condition of retail is grim - a recent Wharton study indicated that only 35% of consumers felt they have received a Wow! customer experience in the past 6 months.
 

What will it take to create and sustain a differentiated customer experience this holiday season? We recently interviewed two senior retail executives to get their perspective.

Click here to see what they had to say