Have you ever wondered why humans walk on two legs? Well, around 6 million years ago, we figured out it took a lot less energy to walk on two legs rather than four limbs — around a quarter of the energy required to be slightly more exact. And in an economy back then when you had to hunt, kill and gather food and water for energy, all reserves were a precious commodity.
Customer Centricity is the new black for retailers. Everyone is talking about it, everyone says they’re doing it, but few - if any - really are. Many retailers define customer centricity as putting the customer first. Others will say it’s all about the high level of service provided, while many hail back to that old adage about the customer always being right. Nope. Your most valuable customers are always right. The rest are just customers with an opinion.
What is a CXO and why does CX need to have such a senior position within a company? For verticals like telcos and finance, the role of a CXO is already highly valued. This may be because these types of brands are in a constant battle to ‘make customers hate us less’. Retailers are usually in the enviable position where all they need to do is ‘make customers love us more’. In most cases a CXO is viewed as a luxury that can’t be afforded, or not high on the priority list.
There’s dozens of definitions of what retail CX is and how it’s the secret to surviving a new era of changing consumer expectations. Here at Arkade, we don’t break out the tarot cards often (we’re more a ‘Cards Against Humanity’ kind of crowd), but we have delivered enough practical CX solutions to arrive at what we think is a useful summary of the current state of play of retail CX here in Australia.