Summary
Forrester surveyed 1,500 executives, 173 of which are at retail companies, to understand the state of customer obsession across industries and to determine how companies can improve. Know where to start your journey to customer obsession by understanding your current maturity and how you compare with more advanced examples. Customer-aware retailers should take action. Customer-engaged ones should prioritize being customer led. Customer-committed ones should create empathetic customer connections. And if you are already at a customer-obsessed retailer, don’t stop now: Embrace disruption.
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