Synthesis: Mindset – Anchoring Customer Centricity in the Company

Gunnar Mau (), Markus Schweizer () and Agnes Fleischer ()
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Gunnar Mau: DHGS Deutsche Hochschule für Gesundheit und Sport
Markus Schweizer: Holistic Consulting GmbH
Agnes Fleischer: Holistic Consulting GmbH

Chapter 32 in Multisensory in Stationary Retail, 2023, pp 463-469 from Springer

Abstract: Abstract A quintessence of the present contributions is: The key to the success of multisensory management is to know and address people, respectively their perceptions and motives. This outlines an important – if not the most important – challenge for retail management: If you want to remain relevant for customers in times of dynamic markets, you have to align your own organization and all processes with the customers’ wishes. What sounds banal, however, too often fails in retail practice. Three fields of action are in focus: culture, structure and control. This article provides relevant impulses for all three fields.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-658-38227-8_32

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DOI: 10.1007/978-3-658-38227-8_32

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