What's nimbility? “If people in your organization understand [customer needs] and you are ready to respond, your organization has nimbility. If not, you have the opposite trait, which we can call 'numbility.'”
During the past 10 years, we entered “the age of the customer,” but the basic principles of nimbility are more important than ever.
Empowered associates. A core element is keeping decision-making authority at the front line of service. Think how you feel when a store clerk tells you they can process a return right at their register versus telling you to go to the customer service area in the back of the store. Empowered associates have been a cornerstone of online commerce — now it has become a standard for all retail to live up to.
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