A report on shopper experience

Brian Cantor from Customer Contact Week Digital – with the involvement of industry experts – has prepared the latest report on shopper experience, titled Retail CX. In this Mr Cantor makes it clear that today the No.1 goal of stores should be convincing consumers to look on the shop not as a place where things are bought, but as a likable brand. Instead of selling, the emphasis needs to be placed on the customer. Store operators must also remember that 90 percent of consumers share their brand-related experiences, be they good or bad. //