Twenty years ago brands were concerned with total quality management. Then along came customer satisfaction management. Recently, some organizations have begun talking about managing the customers’ experience.

Click here to learn about how to improve your customer experience.

A recent article on retailwire.com discussed how retailers are adding new items to their stores with the hope of driving additional traffic. For instance, Best Buy is adding musical instruments while Walgreens has entered the clothing business.

Adding extra product offerings helps expand the customer base as well as offer more variety to existing customers. However, there are a few things retailers need to consider. For instance, is the new business relevant or compliment existing business. When Barnes & Noble added Starbucks to their stores it became an instant success. We’ll see how Walgreen’s clothing line goes.

What do you think?