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The demands of today's consumer
Today's digitally savvy consumers have full
control over what, when, where, how, and
why they buy. As the line between physical
and digital interactions becomes increasingly
blurred, their expectations continue to grow. If
you don't provide the value and convenience
they demand—on every channel they use—your
customers will simply go elsewhere.
Your ultimate success or failure hinges on
making the customer the central focus of every
aspect of your business. A digital approach
allows you to:
• Tap into detailed, real-time behavioral
information, both in-store and online.
• Rapidly create—and continuously
optimize—new products.
• Expand from selling goods to include
additional services.
• Identify innovative ways to attract customers
and build loyalty.
• Help associates work more productively.
• Streamline day-to-day operations.
• Develop updated business models that
leverage digital capabilities.
Chapter 2
Put your
customers first
As the line between physical
and digital interactions
becomes increasingly blurred,
customers' expectations
continue to grow.
See the infographic
