Using more than 50 best practice examples from successful retailers globally, in this book retail thought leader and business strategist Dr Mark Dorgan offers a practical framework you can use to design and deliver a differentiated retail customer experience in the store and in multi-channel retailing. Using straight-forward descriptions of the key concepts, best practice cases and practical tool sets, the book offers retail teams and others who deal with consumers a clear and practical approach to delivering the customer experience in-store, on-line, on-mobile and across channels, tapping into both established retail best practices and strategies for responding to new consumer trends.