When was the last time you measured your customer service?

What does the customer think, and does it really matter? In today’s retail world the buzzword for being successful within bricks-and-mortar stores is ‘experience’. Every retail executive’s answer to the challenge posed by the growth of online retail; and suggested defence by bricks-and-mortar, is to provide the customer with a better experience. This might be the answer, however how many retailers are measuring their current offer and making customer care a definitive strategy? While

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