Your problem: A retail customer’s journey used to be simple: Customers browsed, bought and took possession of an item in a store. They came back to the store if they needed to return an item or have it repaired. Today, though, the journey is more complex. The customer may buy online and pick up in the store — a trend known among retailers as “BOPIS.” Add in still more channel options—a mobile app, a call center and more—and your customer’s journey can become quite complicated. Unless your processes and channels are optimized to support your customers as they leap between channels on that journey, you cannot create the frictionless experience that will make customers want to continue to journey with you in the future..
As many customers as possible should travel a whole journey from awareness to evangelism. Learn how to understand the customer journey from the outside-in – and then design your optimal customer journey, taking advantage of the growing digital landscape.
It’s time to put your customers first. Download your copy of the Solution Series "Customer Journeys" to learn how retail can play a starring role in an increasingly digital retail world!
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