Keeping Your Back End from Interfering with Your Front End: A new view on creating a great customer experience
by Arnold Capitanelli III, Senior VP, The Friedman Group
Not that long ago in an issue of Stores magazine, there was a brief article called Bringing It All Together, which discussed how retailers need to ensure all their IT solutions, supply chain improvements and back room processes are designed with the customer experience in mind. This is great, and on many levels, one would think this should be a given, whether you’re talking about a big-box mega-chain or a small independent. However, many companies I’ve both worked for and consulted with, often forgot about who delivers the customer experience - that salesperson on the floor - when developing their systems and operational process solutions… MORE
Source: On The Floor Journal
