Retail expert Richard Hammond has written an exclusive thought-leader article for one of the UK’s leading business titles.
Hammond, whose guide Friction Reward: Be Your Customer’s First Choice is published through Pearson Business, a client of book PR agency Palamedes PR, discusses in Growth Business how companies can best adapt to a new era where the customer is king.
The author and founder of retail consultancy Smart Circle Limited (SCL) argues that a more refined metric for measuring customer missions and need states is required as “Brands, retailers and suppliers can no longer dictate; they must give the customer what they want, and more.”
To achieve this insight, Hammond has devised a new form of measurement – the friction versus reward metric (FvR).
You can read the full article here.
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