As long as your customer experience is better than that of your competitors by three percent at any key touch point or moment of truth, that should be enough to give you a more dominant market share. This insight from Capita Consulting sees the market through the lens of this simple rule.
Globally, retail is moving at an extreme pace. We are in a marketplace where changes come very rapidly and are highly disruptive. Many players in the market tend to want to do something radical in order to be totally different from their competitors.
Key points include:
Read, watch & listen to some of the latest thought leadership from our Community.
We use cookies to improve your experience. By using our site, you agree to our use of cookies.