Today’s consumer is always connected and always on. The advent of the Internet and mobile phones has created a new 24/7/365 world of shopping that has forever changed customer expectations and the traditional retail model. Consumers now expect retailers to provide service anytime, anywhere and any way they want it.
Author Archive for: jneville
About Jeffrey Neville
This author has yet to write their bio.Meanwhile lets just say that we are proud Jeffrey Neville contributed a whooping 4 entries.
Entries by Jeffrey Neville
Consumers now start and stop their shopping journey in different channels, including online marketplaces and social media, and frequently shop for the same product across different retailers, both online and in the store. Consumers don’t think in terms of channels, they think in terms of brands and experiences.
Most online retailers have key performance indicators (KPIs) for sales, average order value, comparative sales and conversion rates; however, less than 50% of retailers measure customer loyalty through customer satisfaction (net promoter score), customer retention and post-purchase customer survey results.
Throughout my career in retail, I have had the pleasure of working with some of the greatest brands as a CIO, COO, VP of E-commerce and consultant. I have recently come to a critical conclusion: The IT organization has STOLEN THE CUSTOMER from the rest of the retail organization. Here are a few examples to illustrate my point.
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