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Rethinking Customer Value

Retailers continue to be under pressure to drive innovation in a way that delights customers and is cost-effective. Yet few businesses are doing enough to entice these fickle shoppers.

Featuring commentary from:

Rachel Barton - MD, Customer Strategy - Accenture

Andrew Minton - MD - Criticaleye

Andrew Moore - SVP and Chief Merchandising Officer - Asda

Mark Newton-Jones - CEO - Mothercare

  • It is tempting to compete with the best in the pack by repeatedly investing in the latest tech trend, but jumping to quick conclusions isn't always the wisest course action. 
  • Despite the potential, many businesses aren’t seeing a return from their online investment and have failed to fully recognise and monetise the allure of an in-store experience.
  • Modern businesses need to be responsive to customers, but they also should be careful to avoid fickle and short-termist consumer trends.
Community articles are produced directly by and for the Criticaleye Community.

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