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Synthesis: Mindset – Anchoring Customer Centricity in the Company

In: Multisensory in Stationary Retail

Author

Listed:
  • Gunnar Mau

    (DHGS Deutsche Hochschule für Gesundheit und Sport)

  • Markus Schweizer

    (Holistic Consulting GmbH)

  • Agnes Fleischer

    (Holistic Consulting GmbH)

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.

Suggested Citation

  • Gunnar Mau & Markus Schweizer & Agnes Fleischer, 2023. "Synthesis: Mindset – Anchoring Customer Centricity in the Company," Springer Books, in: Gunnar Mau & Markus Schweizer & Christoph Oriet (ed.), Multisensory in Stationary Retail, chapter 32, pages 463-469, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-38227-8_32
    DOI: 10.1007/978-3-658-38227-8_32
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