Why it’s crucial for retailers to understand in-store behavior
91% of retail activity still takes place inside stores, yet much of the attention on customer experience innovation has been focused on how to...
Companies often think they’re doing well by offering their customers several channel choices for service and sales contact but unless those channels are connected, the customer experience is likely to be disappointing. The cost for running these disconnected channels may be higher and they may not be as profitable as a more omni-channel approach.
David Turner, CEO of Webhelp UK, speaks to Business Reporter about the importance of creating an omni-channel experience for today’s digital-savvy customer. Distributed with the Sunday Telegraph on 30th July, this feature contains David’s views on omni-channel customer service that allows companies to meet and exceed customer expectations.
Click here to download the PDF of David’s article.
Click on the book link below to view the Business Reporter feature, where David’s views are present on page 6. Alternatively, click through to view it on the Business Reporter website.