Channel

The ecommerce customer experience

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Executive Summary

The online and offline customer experience varies greatly. In a physical store, customers use physical cues to assess the professionalism and competency of an establishment. As you walk into a local electronics store, it’s easy to evaluate professionalism by how the employees are dressed, how you’re greeted, and the organization and cleanliness of the store. The transaction process is familiar and you walk out of the store with your purchase instantly. You instinctively know that if you have an issue with the purchase, you can return to this location to seek remedy.

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