SCPM Chapter 11
Learning Outcomes
After completing this chapter, learners will be able to:
- Explain the evolving role of retail in shaping contemporary customer experiences across physical and digital environments.
- Differentiate among major retail formats and assess how each format influences customer expectations, engagement, and shopping behavior.
- Analyze the principles of omnichannel retailing and evaluate how retailers create seamless journeys across digital and physical touchpoints.
- Apply customer-experience design concepts to align retail environments with brand strategy, shopper psychology, and operational realities.
- Assess the impact of sustainability, technology, and global consumer trends on retail strategy and store innovation.