Customers have changed, and not just because of the economy. Simply because something worked in the past is not sufficient reason to believe it will work now.
Will retailers finally focus on optimizing their customer experience and improving their sales conversion rates? Many, perhaps most, won’t. It’s hard to build a culture of continuous improvement, especially under pressure. Some, a few, will. They will not only survive but they will also improve their market share and profitability.
We do work with a lot of retailers who are already devoted and several who we are helping to adopt a culture of continuous improvement. Still, it’s a relatively small sample size. Am I too pessimistic? Nothing would make me happier than to be wrong.
I welcome your feedback.