3 Salient points from a meeting with Arnie Capitanelli, Executive Vice President of Ashley Furniture Homestore, and Author of book “Retail Street Fight”:
- Be Strategic about the Customer Experience (What is the difference in experience you are going to make when compared to others?)
- Be Statistically knowledgeable about Customer Experience (Metrics driven system to measure your Customer Experience)
- Be Experimentally Equipped to Exceed your Customer Expectations Every Time (Feedbacks, Review Mechanisms, Continuous Improvements etc.,)
As a CRM vendor / implementation specialist, where do the products in the market can fit in meeting the above needs? And, what is something that we can do in making the existing products better? How can we incorporate these to handle our own customer’s experiences?
Venkatesan Sundaram
Senior Director, CRMIT
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