News: How Multi-Unit Retailers Can Improve Feedback Opportunities for Local Managers

September 18, 2012 | Chain Store Age

Article Excerpt:

Localization is the name of the game in multi-unit retail. Large retail chains offer consistency, scale and other benefits, but if the brand fails to deliver exceptional experiences to local consumers, it’s unlikely that the retailer will gain any real traction in today’s highly competitive retail marketplace. The most effective multi-unit retailers give local store managers the ability to mold retail experiences to local shopping preferences. Customer feedback plays an important role in shaping local customer experiences. However, many chains send volumes customer feedback to local managers rather than providing them with the summary information they need to make meaningful improvements to local experiences. read more »


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