It’s not easy being a retailer these days. Amazon’s customer experience has changed the game. The online retailer’s broad product assortment and customer-centric strategy is forcing other retailers to up their games. Many traditional retailers are asking if they truly understand what consumers want and, more importantly, if they have what it takes to meet consumer preferences, too.
According to PwC’s Global Total Retail Survey, consumers today expect 24/7 service, real-time information and transparency on prices and product availability, as well as superior store and mobile apps. They expect the customer experience to be frictionless, yet personal.