Nikki Baird - Industry Analyst and Managing Partner at RSR Research
For many retailers, getting to a “single view of the shopper” to support a connected shopping experience ranks among their top strategic priorities. This single view is used to support seamless interactions across marketing, commerce, stores and service to deliver a connected shopping experience as the shopper moves across physical and digital channels from browse, buy and beyond.
But what if there were two sides to every shopping experience? According to Nikki Baird, leading industry analyst and Managing Partner of Retail Systems Research, there are. Baird argues brands recognized for driving innovation in the realm of customer experience tend to address the “buyer” experience differently than the “owner” experience. In other words, one size doesn’t fit all customers -- and it certainly doesn’t fit every context.
Register for this webinar to learn how to break down best-in-class approaches in customer experience design to build out better ways to connect with your customers – at any point in the customer lifecycle.
Attendees will learn:
• How shopper preferences vary across different stages of the customer lifecycle
• How leading brands tailor the customer experience to address shopper preferences
• How to identify opportunities for customer experience redesign