Creating a Unique Customer Experience to Drive 2019 Success

By Ron Lutz for Retail TouchPoints

Creating a Unique Customer Experience to Drive 2019 Success

 

Understand The Customer — Really

Retailers need to move beyond “omnichannel” toward a more holistic focus. They need to better understand the “why” a customer would shop with a particular retailer, rather than merely seeing them as an on-line or in-store shopper. The industry should set its sights on creating the ‘complete customer experience,’ which is richer, more memorable, and personalized. This process begins long before the customer steps into a store or shops online. 

 

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Ron Lutz
EVP, Chief Retail Officer
Ron Lutz, who recently retired from Miller Zell, built his career by guiding retailers through transformational growth and change. With over 35 years of leadership experience, his focus while at Miler Zell was acting as the voice of the customer as chief retail officer. Before joining Miller Zell, he was a VP for Lowe’s, focusing on the omnichannel customer experience.