How to become a retail business your customers love

Opinion Paper

Optus Future of Business Report 2014 | Retail Opinion Paper


Overview

Retailers understand the importance of creating a great experience in driving repeat business, but that also means the competition is fiercer than other sectors. The Optus Future of Business Report 2014 reveals that unless customer experience is outstanding, most consumers are unlikely to remain loyal - and even less likely to recommend your business to other people. "The top retailers get it. They're among the most advanced in any industry, but other retailers are at various stages in developing their customer experience strategy," says Robbie Kruger, Optus Business Industry Manager, Retail. Businesses that don't treat customer experience as a high priority need to catch up - and fast.

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