Frost & Sullivan The Customer Experience Challenge for Australian Retailers

This asset focuses on the weakening consumer demand and how it has coincided with rising costs and the rise of alternative sales strategies. Our research has identified that whilst customer experience management is seen as the top strategic priority, many retailers are not formally measuring and monitoring customer experience, with these challenges including a lack of customer databases and commerce platform to enable consistent management. Highlighting the importance of prioritising customer loyalty and how drive sales by implementing greater focus on the customer’s experience.

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