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The past decade has seen significant changes in the experience that customers have when they interact with a retailer. The development of multichannel retail has been crucial to this. Whether it be consumers researching purchases online, accessing customer support via a social networking site or having a staff member assist them with a purchase from an extended range using an iPad. So the old rules of retail - rules that were inevitably set by the retailers - no longer hold true.
Consumers have always been able to vote with their feet if they didn't like the service, offer or experience provided by a particular retailer. But the internet has created a new level of transparency, and made it easier for disgruntled consumers to shop around on the web, on their mobile and in-store. To learn more download the whitepaper called "Retail Week Tearing up the Customer Book".
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