Customer-centric initiatives take center stage at Retail Week Live

SMG Insights | Mar 19, 2015 SMG Insights 03/19/15

We thoroughly enjoyed playing a key role at Retail Week Live in London last week. To see so many retailers talking about genuinely putting customers back at the heart of the business, both by listening and looking for ways to take action, was refreshing and exciting. 

Dreams CEO Mike Logue spoke with absolute passion about the importance of listening to both colleagues and customers, with the key message being there’s no point listening if you’re not prepared to act. Mike and his senior executive team have taken clear actions to improve many aspects of the business (even as rudimentary as taking away ‘directors-only’ parking spaces), resulting in significantly better financial performance. His presentation has already been labelled ‘inspiring’ by several members in the audience, particularly given how unlikely this turnaround seemed 18 months ago.

If you weren't able to attend, we encourage you to download the presentation and see for yourself what can happen when organisations recommit themselves to putting people first.


Customer Experience Update