improve your customer experience There has been a lot of media lately regarding the move by Amazon to establish distribution centres and a market place in Australia – as there should be. I anticipate that, as the result of Amazon, online retailing will grow from 7.5% of all retailing to 16% of all retailing in […]

improve your customer experience There has been a lot of media lately regarding the move by Amazon to establish distribution centres and a market place in Australia – as there should be. I anticipate that, as the result of Amazon, online retailing will grow from 7.5% of all retailing to 16% of all retailing in less than five years, and possibly in just three years. This will have a significant impact on bricks and mortar retailing in Australia, and many will not survive. So what can bricks and mortar retailers do to survive? A recent survey reported in MarketingProfs found that 90% of marketing professionals predicted that ‘customer experience’ will be the ‘key battle ground’ in marketing in 2017. Some 73% of marketers predicted that a ‘personalised customer experience’ will be the critical issue. The fact is, the only thing bricks and mortar can offer to combat online retailing is…