Customer-Centricity Key to Retailers' Success in Post-Wal-Mart World.BOSTON Boston, town, England Boston, town (1991 pop. 26,495), E central England, on the Witham River. Boston's fame as a port dates from the 13th cent., when it was a Hanseatic port trading wool and wine. Having recovered from a decline in the 18th and 19th cent. -- Supply Chain Efficiencies and Low Prices No Longer Rule, According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Aberdeen Aberdeen, former county, Scotland Aberdeen, former county, Scotland: see Aberdeenshire. Aberdeen, city, Scotland Aberdeen, city (1991 pop. Report Retailers are beginning to understand the need to return to a culture of customer service, according to a new AberdeenGroup research report, "The Empowered Point of Service Benchmark Report: The Customer Reclaims Her Kingdom." Aberdeen research confirms that building this enterprise focus on the customer and implementing supporting technologies are key components of retail success. "The power dynamic between retailers, their suppliers, and their customers has shifted. While some retailers continue pounding the drumbeat See Drumbeat 2000. of low prices or endless promotional sales events Noun 1. sales event - an occasion (usually brief) for buying at specially reduced prices; "they held a sale to reduce their inventory"; "I got some great bargains at their annual sale" cut-rate sale, sale , consumer demand for improved service along with those low prices pounds even louder," says Rosenblum, Aberdeen's director of retail research. "While simply implementing technologies to move customer service past the checkout stand will not drive improved sales and employee productivity, those companies driving awareness of these customer-facing technology initiatives across their organizations do achieve better results than their peers," notes Rosenblum. Aberdeen's new publication, "The Empowered Point of Service Benchmark Report: The Customer Reclaims Her Kingdom," identifies the critical areas and deployment options a company should consider when seeking to differentiate through customer service. It also reviews the current business climate in which retailers are achieving success by proactively courting their customers. The report discusses the overall business value companies can achieve, defines the optimum business process framework for tackling customer service initiatives, and concludes with recommendations for action. To obtain a complimentary copy of the report, follow this link: http://www.aberdeen.com/summary/report/benchmark/ RA_EmpoweredPointofSvc_PR.asp (Due to its length, this URL URL in full Uniform Resource Locator Address of a resource on the Internet. The resource can be any type of file stored on a server, such as a Web page, a text file, a graphics file, or an application program. may need to be copied/pasted into your Internet Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the browser's address field. Remove the extra space if one exists.) About AberdeenGroup, Inc. AberdeenGroup provides fact-based research and insights focused on the global, technology-driven value chain. Aberdeen's benchmarking
Benchmarking (also "best practice benchmarking" or "process benchmarking") is a process used in management and particularly strategic , market and solution assessments, sales acceleration programs, and conferences support Global 5000 value chain and technology executives -- and the solution providers who serve them. For more information, visit www.aberdeen.com or call 617-723-7890. |
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