Build the Right Company Culture

The Right Attributes
Winning multichannel companies are customer-centric. From the customers’ perspective, this means:
1. Customers have significant control over their relationship with the company.
2. The customer relationship is seamless through all channels. You capture transaction history and record it in the database from each channel — catalog, Web or store. That database then drives all communications with customers.
3. Customers see a single face, identity and voice. Because of the database, each channel can speak to customers with the knowledge of what has transpired in every other selling channel.
4. Customers feel the company cares about them and will work for their loyalty.
5. All or most merchandise is available through every selling channel.
6. Customers demand more customer service.