Despite what you might think, your customers don’t care about ‘digital’, ‘omni-channel’ or ‘e-commerce.’ They care about buying products how they want, where they want, and swift and competent customer service.
In other words, these buzzwords are just a means to delivering on changing customer demands.
In order to fulfill on these changing demands, retailers need to assess their customers, competitors and changing technology. There are a few key questions that you can ask:
What is your competitive advantage?
Are you delivering on your customer promises?
Which channels are your customers using? Are all of them profitable?
Do your customers complain that you don’t offer certain channels?
Is your e-commerce platform working? Are customers completing their baskets?