Kohl’s makes no secret about the lofty customer experience goals that it sets for itself. In fact, it strives to become no less than the most engaging retailer in America. Even the very name of the brand’s all-encompassing customer engagement initiative speaks to the extremely high level of excellence it wants to achieve.
It’s called the “Greatness Agenda,” and it details Kohl’s plan to harness the power of customer insights to identify the critical activities that can organically grow business and win....