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How The Hunt For Velour Track Pants Exposed What Ails The Retail Industry

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As troubling traffic declines has retailers watching consumers slip through their fingers, merchants have sharpened their focus on both digital and low-tech, from RFID technology to good old fashioned training sessions for sales associates. As more retail business moves online, stores have no business scoring poorly on “the love index,” a measurement of brand affection devised by Accenture. The index measures brands for “fun,” defined as capturing shoppers’ attention in an entertaining way; “engaging,” identifying with people’s needs and adapting to their expectations; and “helpful,” meaning efficient, easy and adaptable over time.

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FORBES 2/6/2017

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