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Monday, May 16, 2011

Large retailers could be moving toward more customer focus

A recent story from Marketing Daily suggests that some large retailers are preparing to shift away from adding new store locations as a means of sales growth… and focusing more on frequency of visits, share-of-wallet, and digital channels as a means of growing revenue in the future.  The article cites input from KPMG, and you can click here to see the story.

Implications:  The recession caused many companies to focus on “operational efficiencies” (which is often CFO-speak for reductions in staff and service).  It will be interesting to see whether those efficiencies can be maintained… as companies strive to go to the other extreme, in which consumer wants and needs become more of a focal point.

Also interesting to watch:  Whether this organic, consumer-centric effort will be significant enough to be noticed… by the consumer.

Mike Anderson, for the Elm Street Economics consumer trends blog. A service of The Center for Sales Strategy, Inc.

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