Remarkable Retail: How to Win and Keep Customers in the Age of Disruption

Physical retail isn't dead—but boring retail is! Remarkable Retail equips the savvy retailer with eight essential strategies to bounce back from the covid-19 downturn and thrive in the years to come.

Digital technology has profoundly altered the competitive landscape for retailers. Although the shutdown of 2020 didn’t cause this trend, it has dramatically accelerated it, collapsing retailers’ transformation timeline into a matter of months, not years. In Remarkable Retail, industry thought leader Steve Dennis argues that it’s no longer enough merely to offer convenience, decent prices, or an okay shopping experience. Even very good is no longer good enough. To win and keep customers today, retailers must be nothing short of remarkable.

In most retail categories, digital channels are now central to the consumer’s journey, but that doesn’t mean people aren’t also shopping in stores; they’re just using them differently, often browsing in one channel and buying in the other. The line between digital and physical stores has been virtually erased; The customer is the channel. Retailers who resist this fact are doomed to perish. The future belongs to those who find new ways to create a remarkable, harmonized customer experience at every touchpoint.

Although we saw some high-profile retail brands become casualties of the pandemic, it turns out many of those had underlying conditions, while retailers who had already embarked upon the road to remarkable not only survived but actually emerged in better health than before. Packed with illuminating case studies from some of modern retail’s biggest success stories, quick pivots and impressive rebounds, Remarkable Retail presents eight essential strategies for visionary leaders who are prepared to reimagine their way of doing business. A remarkable retailer is digitally enabled, human centered, harmonized, mobile, personal, connected, memorable, and radical.

In an age where consumers have short attention spans, myriad options, and a digitally integrated relationship with every brand, Remarkable Retail is your crucial roadmap to creating a powerful retail experience that keeps your customers coming back for more.