Smarter merchandisers create smarter retailers
Leading through customer focus, collaboration and analytics
The term “customer-centric” has almost become a cliché. Retailers everywhere talk about focusing on digitally enfranchised shoppers and providing a more personalized, interactive experience. But recent research by the IBM Center for Applied Insights shows that the majority of retailers are still struggling to become customer-oriented. Those who are succeeding, by contrast, are putting the customer at the heart of the merchandising process.
This survey of 325 senior merchandising executives identified a small group of firms that outperform their peers, thanks to three traits: