Customer centricity is misunderstood. A change in retail has already occurred: technology users and their need for immediacy have severed the middle ground. Retail in the middle, grounded in mediocrity is doomed. The unifying force, no matter what way you shop, demands a customer-focused experience.
https://www.retaildive.com/news/customer-centricity-is-misunderstood/524103/
When retail brands started measuring CX through emails or SMS, they thought they would be rewarded with several benefits. For one, they would constantly monitor the pulse of their CX and react quickly to solve customer problems. Besides, CX conversations would start to happen across the organization and brands would have access to a benchmark. Customers would also be rewarded as they would be offered a new way to highlight issues or pass compliments. And, to a certain extent, some of those benefits did materialize.
It was the time when some software vendors were claiming CX would improve if companies simply launched a CX measurement program (be it NPS or something else, as long as it used their software) that encompasses those metrics across the organization.
http://customerthink.com/why-customer-experience-measurement-is-biased-and-how-to-fix-it/
Are millennial preferences really killing dozens of industries? Not necessarily, according to Brennan Wilkie, SVP of CX Strategy at InMoment. Instead millennials are misunderstood when it comes to the retail customer experience.
http://www.digitaljournal.com/business/interview-how-millennials-are-changing-businesses/article/521084/
The Retail Employees Superannuation Trust’s recent shift to a new platform is proving significant returns on customer insights and engagement
https://www.cmo.com.au/article/628131/how-rest-revitalised-its-voice-customer-program/
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