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The right way to build a modern retail firm

There's a danger in relying on benchmarks. Operating models need to be tied to a retailer's unique strategy.

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A company aiming to differentiate on shipping speed and reliability will have different answers from one aiming to excel on in-store experiences.

MOST retailers recognise the importance of combining the best of digital technologies and physical stores to profitably create a seamless and consistent customer experience across channels. There's a good reason for this. Their most valuable customers are engaging with them across all channels: