Forrester TLP: Put Fulfillment at the Heart of the Customer Experience

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Today’s digitally savvy, time-crunched consumers expect fulfillment options that best fit their lifestyle. To keep up with these rising expectations, retailers must continually optimize their programs.
But many retailers haven’t implemented omnichannel capabilities in a holistic way, and instead, they’re compromising their customer experience.
Forrester outlines a path to omnichannel fulfillment that will help retailers stay agile and attuned to customer needs. Retailers need to:
  • Adopt a broad set of omnichannel tools
  • Implement key metrics to monitor profitability and customer satisfaction
  • Optimize the omnichannel capabilities that best fit their customers’ lifestyles
  • Learn more about Forrester’s recommendations for omnichannel fulfillment.

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