Oh, the Places They'll Go: Directing the Customer Journey
The other day, I was leaving a brick and mortar (B&M) electronics store. In the parking lot, I noticed several 20-somethings looking at their cell phones. Suddenly, one quipped, “Hey ‘add a competi...
Fixing the Broken Bridges in Your Customer’s Journey
The customer is always right. This old adage has been around since the birth of retail. It is the basis for numerous customer service focused brands. Normally this statement refers to handling di...
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