To Thrive In Retail, Obsess About Your Customers And Invest In Your Associates | Forrester

Forrester’s CX Index research shows that, year on year, retail performance is still not reaching levels of “excellence.” Instead retailer performance clusters around the “okay” level. There are of course bright sparks, with retailers like John Lewis out performing peers but even they are only reaching “good.” So what is holding retailers back from reaching […] [from https://ift.tt/2leQDNn]