Customer First – July 17

We’ve just promoted the launch of LCP Consulting’s new retail report – Integrating the retail supply chainThe report found that although three quarters of UK retailers (77%) believe the most successful businesses focus on delighting the customer first to drive profitability, only around half this number (39%) are talking to customers to understand their needs.

The report was featured in news on the morning of the launch in Essential RetailEdelivery and SHD Logistics, with an additional analysis of the findings from Stuart Higgins, Retail Partner at LCP Consulting in this viewpoint in Essential Retail.

The LCP report, was the fourth in a series, which interviewed over 100 leading retailers in the UK and US, in addition to a number of senior retail executives including: Gavin Mullaley (eCommerce Fulfilment Director, Aldi), Simon Redcliffe (Infrastructure Director, FatFace) and Phil Clarke (COO, The White Company).

Stuart Higgins, Retail Partner at LCP Consulting, said:

“How can retailers hope to truly understand their customer needs and expectations, and respond with appropriate service models, if they are developing their entire customer understanding without looking outside the business’ existing knowledge base? There is a major risk in defining a customer offering based on an internal perspective of the customer, as it then becomes a self-fulfilling prophecy.”