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Small Inconsistencies Lead to Big Omni-Channel Issues
An acquaintance recently had an experience at Starbucks that shows the negative impact that not providing a seamless omni-channel customer experience can produce. The fact that Starbucks generally offers a superior customer experience and is a leader in omni-channel commerce and promotions demonstrates that no retailer is immune to slipping up in this crucial aspect of the holistic customer service offering.
How many calories in that iced tea at the counter?
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Reality check: Theories on the next retail revolution
BOSTON — Brian Kilcourse, managing partner for Retail Systems Research, took some time out at the Orgill Fall Market Friday to deliver a primer on mobile technology as a driving force in the contemporary retail environment.
The seminar, titled "The New Rules of Retail: How Today's Consumer is Changing the Game," positioned mobile technology as a harbinger of a giant "reset" in retail comparable to the Industrial Revolution and onset of the Information Age.