Stats Tuesday – Customer Desires Vs. Retailer Capabilities: Minding The Omni-Channel Gap

This week’s Stats Tuesday entry is a perhaps a bit lengthy, but worth the time investment to read. In this report by Forrester Consulting, the divide between customer expectations and retailer capabilities is discussed at length. This paper’s four key finding include how:

  • Technology investment is critical to enabling exemplary omni-channel customer experience.
  • Omni-channel customer experience is now a brand differentiator
  • Many retailers have reached a false state of omni-channel comfort
  • New titles alone won’t cut it – retailers must abolish siloed channel strategies altogether

 

So grab a coffee, get comfortable and have a read:

http://www.accenture.com/SiteCollectionDocuments/Accenture-Customer-Desires-VS-Retailer-Capabilities.pdf