I was listening to the CEO of a major retail chain recently describe how in retail customers vote with their feet.
It’s a very familiar mantra, and very powerful. If you don’t do a great job for customers in-store, then you’ll see it next day in the numbers. Such instant feedback is the reason I’ve spent most of my career in retail.
But it struck me that in today’s connected world, this might be taking too limited a view: Customers also vote with their fingers.