Paramount for retail success
Even before the pandemic, retailers were eagerly experimenting with all the different ways they could be reinventing the customer experience. When the pandemic arrived and made in-person interactions unsafe, Verizon was one of the retailers enabling self-checkout in its stores and appointment scheduling through its app, and there are scores of similar stories all across retail. Alcohol retailer Total Wine & More had already been prioritizing higher-value interactions with extensive training programs designed to help staff members assist customers with their selections and purchases.
Ultimately, these and other innovations aren’t just about pandemic-proofing a business — they’re about improving the overall customer experience, and they’ll be paramount for retail success in the coming years.
Read the full article by Sam Gobrail in Retail Customer Experience.
