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Fear No E-commerce
For years, doomsayers have been predicting the end of brick-and-mortar shopping in favor of the more convenient – albeit two-dimensional – online store experience.
Call me an optimist, but I’ve never bought into the gloom-hype. My feeling has been that brick-and-mortar stores will always be around, and malls (whether open-air or enclosed or flavor-of-the-day format) will survive. A recent announcement by Staples only underscores my optimism.
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Don’t Forget the Fun When Designing Customer Experience
A carefully designed customer experience is the cornerstone of modern omni-channel customer relationship marketing. Retailers painstakingly craft marketing messages and engagement strategies that a customer will encounter at a specific time, in a specific place, via a specific channel. The experience often has some flexibility built in so it can adapt to individual customer behavior, wants and needs.
