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While some retailers continue pounding the drumbeat of low prices or endless promotional sales events, consumer demand for improved service along with those low prices pound even louder. In response, retailers are expanding their customer touch points and points of service in hopes of re-engaging the ever-less loyal customer.
The same intense focus Wal-Mart has used to drive costs down must be communicated across enterprises that strive for customer-centricity. Creating a customer-centric in-store experience requires interdepartmental communication and collaboration, along with enabling technologies.
