Customer engagement the key challenge for the retail sector in 2012
Customer engagement will rule the retail sector in 2012 as retailers wrestle with ever increasing amounts of customer data gathered across a proliferation of channels
- Two in three of the retailers surveyed rank customer satisfaction as the top strategic initiative in 2012.
- Leadership in the enterprise matters. More than nine out of 10 (91%) of respondents plan to focus on leadership assessment, development, and succession in 2012.
- Price optimisation is billed as important to more than one third of survey respondents, which is correlated to the rise of the multichannel experience.
- Online trumps in-store for marketers. NRF/KPMG data finds 81% have investment interest in-store compared to 86% online.
Look out for our first Customer Engagement Club Directors Forum specifically on the retail sector in June this year.