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Operating model
For years the standard operating model in department stores has been related to functional controls; process, price and product. With the advent of multi channel surely this needs to change to reflect the increasing customer experiences and needs. Are there any real succesful examples of where this works?
81 months ago
1 answer
Interesting question, Best Buy comes to mind as an example of a retailer that's being flexible and adapting to the changing customer needs across the multi-channel platforms. For example, the brick and mortar store staff are getting more training on meeting customers where they are on whatever channel they prefer to use from traditional "Recommend me the right product/sell me the product" to "Ordered online. Just want to pick up and not interact with anyone".
81 months ago
