Every retail business that will survive and thrive in the next economy competes firmly and firstly in the realm of 'customer experience'. Rebooting your retail operation begins with understanding that the engine of your profitability is no longer being product-centric, but being customer-centric. This last thirty year shift has not been about e-tailers vs retailers, but rather product-centric vs customer-centric business design.
There are virtually no institutions or industries that aren’t facing a mounting risk of major disruption because of digital transformation, blockchain, and infrastructure.
The last decade of rapid innovation in mobility and commerce, including the beta-launch of autonomous driving vehicles, detailed urban traffic models, and routing algorithms have connected the supply chain in new, and numerous, end-to-end solutions to route physical things where and when they are needed by the customer or end user.
Working with an uber-intelligent colleague and having the creative process come to life with speed, efficiency and deliver powerful insights make me into a fiend for that productivity-high. I got the occasion to experience this reality with @TQ_AZ (Anthony Quiroz) as we set out to build a new business framework to better communicate how we optimize customer experience at our agency.
The steps in any successful journey begin with getting clear on where you are starting from, knowing where you want to go, getting clear on what you need to do to prepare for the trip, identifying your options for getting there, and acquiring a reliable map/framework to plan and execute.