Construction of Department Store Core Competency Based on Consumer Experience

In the context of unprecedentedly fierce market competition, how department stores in China would adapt to consumer demand under the new situation and rebuild their own core competency seem to be particularly important. Consumers are the service target and profit source of department stores, and the department store industry has always been in the forefront of consumer experience. Therefore, the construction process of the core competency of department stores has been carried out with the focus on consumer experience from start to finish. In that way, starting from characteristics of the corporate core competency like diversity, service and knowledge, constructing core competency of department stores on basis of consumer experience is a good approach that embodies the notion of "customer-centered".