The Customer Journey

Posted by Steve Whittington on Oct 6, 2015 3:49:32 PM

As I look at the retail landscape I see retail failing to meet customer expectations.  The reasons are many: the customer can now educate themselves better than most in store representatives.  The retail store is limited by the brands they offer versus the brand that a customer may want. The store in of itself is inconvenient, you have to travel to a location on your own time often off route. Layer on top of this average customer service at best it is easy to understand why customers are trying to go direct to brand or  heading to e-commerce  in ever increasing numbers.

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Topics: customer behaviour, customer life cycle, Customer Series, Customer Service, customer focus, Customer Journey, Blogs

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