Accueil » Post-Covid-19: Mobilising teams around the customer experience Post-Covid-19: Mobilising teams around the customer experience During the height of the pandemic, retail staff managed the unexpected: inventory, new health and sanitary regulation and customers. When normal trade returns, it is imperative for retailers to enrich and personalise a customer experience. The shorter aim is to encourage a boost in trade, but a longer-term reward is only earned by a customer-centric management strategy. Through . Published on 08 September 2020 à 8h25 - Update on 14 October 2022 à 10h33 Resources After reopening stores, how can retailers help their staff move to become customer-centric rather than product-centric, as Thomas Husson, Senior VP Analyst at Forrester suggests, (quoting Marc Cuban, Director of Customer Experience and Marketing at Volkswagen). “To become customer-centric instead of product-centric, you must put customers first. To achieve excellent customer service, employees must embrace the brand on a daily basis.” In the immediate term, all staff like cashiers, order pickers and store managers must be rewarded and appreciated. The strong social role of e-commerce websites managers has unexpectedly emerged during the crisis. As part of the unavoidable restructuring caused by several months of closure, retailers are keen to retain their in-store sales force.… This article is for subscribers only Already have an account? Log in You are not registered yet ? Sign up for a free trialfree for 1 month Online services : studies, analyses, databases and much more Daily Briefing : latest news digest Weekly letters Last name First name Email address Essentials Synthèse et historique de tous les contenus sur une thématique suivie en détails par la rédaction Les dernières publications A year of crisis: Retailers' initiatives to cope with the purchasing power drop Guarantees and insurance: new drivers of conversion and customer satisfaction Analyzes Synthèse et historique de tous les contenus sur une thématique suivie en détails par la rédaction Les dernières publications Charging for returns: pure players follow the lead of omnichannel retailers Ads.txt: which advertising providers do retailers work with?