Digitalization means the reinvention of retail. The customer journey is becoming a cross-channel matter – the customer doesn’t only enter the business through the door, but via numerous channels. In the final analysis, the important thing is not where the customer has made the purchase, but that it has actually been made. This only succeeds if all sales activities systematically stick to this one rule of the game:
Always look at it from the customer’s perspective. “Customer-centric retailing” is not a new buzzword, but the only way to build sustainable, successful customer relationships, because they are the greatest asset of any company.