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The Effects of an "Inverted Perspective" Approach on Retail Customer Experience

Publisher IDC
Published May 20, 2023
Length 10 Pages
SKU # IDC17955470

Description

The Effects of an "Inverted Perspective" Approach on Retail Customer Experience


This IDC Perspective explores how alternative approaches to retail value chain management and process organization can positively affect customer experience, referencing key use cases and indicating how an appropriate back-end platform design can influence consumer service and experience. The integration of "inverted approaches" into the design of retail processes helps retailers focus their attention on the profitability and efficiency of value chain processes, considering them as ingredients of the entire value chain with the same level of importance, generating additional value that will result in better customer experience."Excellent customer experience is the result of a complex pattern of elements. As an integration to a customer-centric approach and in the framework of continuously evolving omni-channel commerce, retailers should focus on the efficiency and performance of these elements, enabling a ripple effect of customer satisfaction and increased consumer lifetime value," said Cristiano Quattrini, senior associate advisor, IDC Retail Insights.

Please Note: Extended description available upon request.

Table of Contents

10 Pages
Executive Snapshot
Situation Overview
Inverted Perspective and Customer Experience
Loyalty Program Value
No Hassle Return Processes and Delivery Options
Consistency of Experience In-Store and Across Locations
Easy Access to Orders Across Physical and Digital Channels
Variety of Payment Options
Advice for the Technology Buyer
Learn More
Related Research
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