How is the in-store retail customer experience evolving?
American retailers appear to be facing a crisis. Brands like JC Penney, American Apparel, and Sears are all closing stores and customers there...
In our latest blog post, David Turner looks at The Wharton School of the University of Pennsylvania’s recently published paper in their Knowledge @ Wharton journal which focused on the failure of retailers to adopt an omnichannel service style even though the benefits of doing so have been clear for at least six years.
David goes on to highlight the 3 main problems that Wharton are identifying.