Turning Shoppers into Advocates: The Customer Focused Retail Enterprise

Turning Shoppers into Advocates: The Customer Focused Retail Enterprise

Cover
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.

Authors

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.
Vendor:
IBM Line of Business
Posted:
18 Jul 2007
Published
01 Dec 2006
Format:
PDF
Length:
20 Page(s)
Type:
White Paper
Language:
English
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