All about the experience - 23 Mar 2015

Retail sales for January came in lower than expected last week at only a 1.7% increase year-on-year, while January's wholesale trade sales dropped by a huge 7% year-on-year.

So what can we do to improve processes and increase sales going forward? The annual Barloworld Logistics' supplychainforesight report has revealed the inability of organisations to anticipate major market shifts and adapt accordingly.

Riaaz Jeena points out that the difference between a repeat-buy and goodbye is a positive customer experience; Shailendra Singh shows us that customer experience is a journey, not a destination; and Scott Cundill tells us that no communication is the death of CRM.

Have a great week!