1. CUSTOMER
CENTRICITY
RETAILERS ARE LEAVING
MONEY ON THE TABLE

2. CUSTOMER
CENTRICITY
SHOPPERS WANT NEW
RETAIL PRACTICES BASED ON
1

3. 80%
WANT PERSONAL DATA TO
DECIDE PRODUCT AND SERVICE
OFFERINGS AT RETAILERS

4. 94%
WANT A LOYALTY CARD OR APP
WITH THE ABILITY TO EARN AND
REDEEM POINTS

5. 92% WANT RELEVANT COUPONS
AFTER THEY SHOP

6. 94%
WANT TECHNOLOGY ENABLED
ASSOCIATES WHO CAN CHECK
INFORMATION AS NEEDED

7. 2
HUGE
OPPORTUNITIES WITH ADOPTING
CUSTOMER CENTRICITY ARE

8. 1-4%
WITH CUSTOMER
CENTRICITY, THERE IS A
INCREASE IN GROSS SALES

9. $80 MILLION
FOR A $2 BILLION
GROCER, THIS MEANS
IN ADDITIONAL SALES

10. 3
FIVECHALLENGES RETAILERS NEED TO
OVERCOME TO ACHIEVE
CUSTOMER CENTRICITY

11. STRATEGY OR BRAND
PROPOSITION ISN’T
FOCUSED ON A
CUSTOMER-CENTRIC
APPROACH
#1

12. A SHIFT IN
ORGANIZATIONAL
MINDSET IS
NECESSARY FOR
ADOPTION
#2

13. INTERNAL-
OPERATIONAL
INFRASTRUCTURE
IS REQUIRED
#3

14. REMOVING
OPERATIONAL SILOS
TO ALLOW CROSS-
ORGANIZATIONAL
ALIGNMENT AROUND
THE CUSTOMER
#4

15. DIFFICULTIES
INCORPORATING THE
CUSTOMER INTO
STRATEGY
#5

16. 4
CLOSERTHAN YOU THINK
THE JOURNEY TOWARDS
CUSTOMER CENTRICITY IS

17. <1 YEAR
WE KNOW IT TAKES
TO SEE IMPACT

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