By Colin Haig, Program Principal, SAP Retail
Retailers have long attracted and retained customers by competing on price. But today, consumers are always one click of the mouse or one tap of the smartphone away from a lower-priced competitor: Walmart, Amazon, eBay.
Competing on price is no longer viable. Where retailers need to focus is on customer experience. If you can engage with customers however they choose to shop with you, if you can deliver excellent customer service the first time....