Putting the customer at the center of everything a brand does is vital to success in retail and ecommerce. It means developing an understanding of their needs at every touchpoint along the shopping journey. It’s also about aligning your partners, vendors and internal teams to ensure every visitor gets a consistent look and feel while leaving room for personalized experiences.
In the latest MCM CommerceChat podcast, Bruce Pullens, Director of Customer Strategy and Insights for Lane Bryant, discusses why a customer-centric approach is critical and what it looks like within his company. He also talks about overcoming challenges that can hinder your efforts to deliver a seamless, end-to-end experience.