Browsing Tag

Christopher Hauca

Consistency is Key to Customer Experience

In the pre-digital era, customer experience was fairly linear. Customers would enter a store, chat face-to-face with the clerk, perhaps ask a few questions then make their purchase. If the retailer was particularly ahead of the curve, perhaps it would also include a follow-up phone call, but that was roughly the full extent of the relationship. Today, retail brands exist far beyond the in-store experience, from social media to email touchpoints and e-commerce sites. It’s an incredible opportunity to raise product…