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Retail

Customer Centricity Steals The Show

By Retail

Recently, The National Retail Federation wrapped up the 2022 Big Show.  While there were a number of key themes, one that continued to get the most attention was customer centricity.  Customer centricity requires retailers to put the customer at the center of everything you do.  There are many ways to approach a customer centric model, including journey mapping, reducing friction with your interactions and leveraging technology to improve the customer experience.

Now that we are through the holiday shopping period, it’s a great time to re-evaluate your systems.  Does the workflow put the customer at the center?  Is it easy to engage your organization?  Does it deliver a personalized experience?   Are you meeting the customer where they are at or forcing them to follow your prescribed path?  If you cannot confidently answer ”yes” to these questions, your legacy systems might be ready for an upgrade.

In our experience, legacy systems that create in a poor experience result in low conversion rates, slower response times to consumer requests, and/or never being able regain that lost customer confidence.  Over the past decade, the larger retailers have been able to adapt to the change more easily than retailers in the mid-market and SMB sector. For those organizations, they might not have the resources internally/externally to be able to keep up with consumer expectations and demand for an excellent shopping experience. This is especially challenging during “The Great Resignation.”  Everyone is fighting a labor war.  One solution involves leveraging partners to ensure that they are executing their entire online experience in the best way possible.

Being one of those trusted partners, we have many customers that have used us for our “Store-in-a-box”. This offering includes migration from your current legacy platform to an all-in-one solution, creating an omni-channel presence and implementing Microsoft Azure Cloud Hosting (https://azure.microsoft.com/en-us/) that includes network and application security architecture.

If your customer experience is not customer centric and you’d like to learn more about modernizing your infrastructure to drive a better customer experience, increased revenue and improved loyalty, reach out to me at pete.krystopa@genzeon.com.

Connect on LinkedIn – Pete Krystopa

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