Taking the total retail customer experience to the next level

February 2014
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Taking the total retail customer experience to the next level

At a glance

The face of retail is changing—and the change is happening from the outside in, as a newly empowered, connected customer drives the retail agenda. Smart retailers must develop a customer-inspired strategythat delivers a positive and differentiated experience at every turn, from sale through service. And they must provide this experience in an omni-channel world—in-store, on the web, on mobile devices, via the phone—and across all of their brands.

A positive moment of truth—that one powerful event in the life of a consumer that defines their opinion of a given retailer—can make or break customer loyalty. The more retailers understand each customer before they walk in the door, the greater chance they have of delivering those moments. To get there, sales staff must also be empowered with information and tools to help them be as successful as possible. In “Taking the total retail customer experience to the next level”, PwC identifies the key components of the clienteling solution—a technology-enabled way of getting back to the days when local shopkeepers knew each and every customer who visited their store.