Retail Expert Lindsay Carpen Asks Retailers “Are You Prepared to Improve Your Customer’s Experience?”

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In Today’s Blog Post on, Carpen Discusses What Retailers Should Be Considering to Reach the Next Generation of Customers

Lindsay Carpen

In his latest blog post on retail thought leadership site, Retail Practice Leader at Junction Solutions and industry thought leader Lindsay Carpen discusses what retailers should be considering five, 10, or 15 years down the road when the younger generation might move into their demographic.

Lindsay Carpen said, “I work with retailers that spend a lot of time thinking about emerging technology and how it will affect them. They look at the brand, they look at their customers, and they say, “Where am I today and is everything where it should be?” Some will say that they’ve figured this out and that’s great.”

He continued, “Where we see the worry and concern is when a retailer considers what’s going to happen…when the younger generation might move into their demographic. Maybe their customers have not yet jumped on the bandwagon and they have some time to figure things out. Maybe their customers are right on the cutting edge and they need to adapt now. How is that going to affect their operations and do they know what they expect? And with all these options out there, what kind of competing forces are affecting the way they are set up to interact with their customers?”

Carpen also commented on technology trends relative to mobile devices, tablets and social media that are becoming more and more mainstream today. “I would suggest that these technologies have a place only if they enhance the company’s brand through a better customer experience. It’s mainly about the customer experience and making sure that whatever you do with (the technology), it augments or enhances that experience rather than takes away from it.”

Lindsay Carpen is Director, Junction Solutions Retail Practice, and a contributor to What's Next Retail, a thought leadership site led by members of the Retail Industry Partner Community, a network of Microsoft Dynamics partners.

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