target audience: TECH BUYER  Publication date: May 2023 - Document type: IDC Perspective - Doc  Document number: # EUR150598023

The Effects of an "Inverted Perspective" Approach on Retail Customer Experience

By: 

  • Cristiano Quattrini
  • Ornella Urso
  • Filippo Battaini
  • Sofia Poggi
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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: The Effects of an "Inverted Perspective" Approach on Retail Customer Experience

  • Situation Overview

    • Figure: Linear Process

    • Figure: Circular Process

    • Figure: The Retail Möbius Strip

    • Inverted Perspective and Customer Experience

    • Loyalty Program Value

    • No Hassle Return Processes and Delivery Options

    • Consistency of Experience In-Store and Across Locations

    • Easy Access to Orders Across Physical and Digital Channels

    • Variety of Payment Options

  • Advice for the Technology Buyer

  • Learn More

    • Related Research

    • Synopsis