""This book examines the application of present-day customer relationship management within the retail industry. It also explores in-depth merchandiser knowledge as well as the methods behind positive retailer-consumer relationships"--Provided by publisher"--

Acknowledgments -- Preface -- Why does leadership matter when it comes to customer experience? -- The qualities of the customer focused leader -- Customer insights and priorities -- Recruiting for attitude, training for excellence -- Motivating and empowering your people -- Communicate and...