Wanamaker worked at Field’s store for more than 20 years, and during that time he lived and breathed— and adopted—the ideologies of Marshall Field on customer services. It doesn’t matter whether you have a traditional or an e-commerce store, the above holds. What this means in real terms is that no matter what your business model is, you need to adopt a customer-centric approach. 80% of customers now view customer experience as being of equal importance to the products the company sells.1 With the importance of customer retention, it’s also worth noting that 91% of customers are likely to make repeat purchases with a company that provides positive experiences. When it comes to ROI and profitability, customer-centric companies are 60% more profitable than companies that don’t focus on that all-important customer experience.