To become truly customer-centric, companies must prioritize end-to-end. Change is constant. Your business needs to organize, streamline and optimize internal and customer-facing processes. The goal is to make the entire journey seamless and pleasant, from discovery to repurchase. When customers have a great buying experience, they’re more likely to return and spend more.
In times like these, it’s common to see retailers optimize processes…from their own vantage point.
But optimizing processes from the POV of the customers is essential for maximizing LTV.