sponsored by IBM Line of Business
Posted:  18 Jul 2007
Published:  01 Dec 2006
Format:  PDF
Length:  20  Page(s)
Type:  White Paper
Language:  English
While retailers are heeding the daily drumbeat of pundits on the importance of focusing on the customer experience, a gap remains between what retailers are delivering and what shoppers expect. This is where the bar will be set for retailers - to turn shoppers into advocates and create a sustainable, differentiated advantage.


Herb Kleinberger
Partner and Global Retail Strategy Leader ,  IBM Software Group
Herb Kleinberger is a Partner and Global Retail Strategy Leader and has over 25 years of experience consulting with retailers on strategy, operations and technology. He works with clients to evaluate and transform their operations, organizations and systems in order to improve customer service and profitability.

Gina Paglucia Morrison
Senior Consultant in IBM Global Business Services ,  IBM Software Group
Gina Paglucia Morrison is a Senior Consultant in IBM Global Business Services. She has over 15 years experience in business strategy and analysis in retail and other consumerrelated industries and is currently the retail team leader in the IBM Institute for Business Value. She works with retailers to understand and effectively respond to the competitive and consumer trends that are redefining the retail landscape.

Channel Management | CRM | Customer Satisfaction | Market Segments | Marketing | Retail Trade Industry | User Experience

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