Make no mistake: customer experience will make or break traditional brick and mortar retail.
Also make no mistake: traditional brick and mortar retail is losing that battle.
Ask anyone you know about their average shopping experience, and you’ll get a earful of just how bad it really is out there – and if you make your living in “bricks and sticks,” you should be horrified.
While we have a ton of material about shopping experience, right now we’re only going to talk about one component of shopping experience. And that’s how sales plays a huge role in the shopping experience.
What is the shopping experience, and why is it important to focus on sales as part of the shopping experience?