Reinvention is the new reality for retailers looking to stay competitive. Brick-and-mortar stores must maintain visual standards and navigational ease but also serve real-time omnichannel interactions that drive an overall better experience. The first step toward reinvention is understanding your “why” – why this plan is necessary and important to the growth of your brand. The next step is understanding what your customers want.
Ron Lutz built his career by guiding retailers through transformational growth and change. With over 35 years of leadership experience, he focuses on the voice of the customer as Miller Zell’s chief client officer. Before joining Miller Zell, he was a VP for Lowe’s, focusing on the omnichannel customer experience.