Merchandising – the retail hotspot
An irate customer gets to know days before Christmas that orders she had booked online with a well-known retailer will not reach her in time. After trying on dresses at a fashion retail store, a customer is convinced that none of the colours she wants are available in her size. And fresh produce and greens at a local supermarket begin to wilt by mid-day – when the store gets maximum customers.
These retailers are definitely not getting their merchandising plans right.
On the one hand are connected customers who expect online websites to know their names and their likes and dislikes. On the other hand are retailers managing multiple interaction touch-points with Gen X customers and making sure assortments and prices are consistent across all channels.