Make big projects less scary by dividing them into several workstreams, each led by a subject matter expert

Look broadly for customer experience transformation ideas

In my experience, I’ve certainly seen plenty of stores that don’t deliver the basic retail customer experience that every guest expects: friendly service, in-stock shelves, and fast checkout.

But once you’re delivering on these Retail 101 requirements, it helps to realize that your customers are not just cross-shopping your competitors, but also getting impressions from hospitality, transportation, and technology innovators that are raising their expectations when they are inside your store.