We know our customers value fast and convenient service and we want our Rack stores to have the tools and capabilities like mobile check-out devices to take care of the customer on their terms.

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The most popular, underloved names that I like, in terms of what I talk about the most, are in the customer-assistance business.

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This was in stark contrast to old-fashioned bookshops such as Foyles, which made no concessions to the customer in terms of service or comfort.

ECONOMIST: Waterstone��s

They like this new-found empowerment, and increasingly expect sellers to connect with them on Age of the Customer terms.

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