First Look:

Customer Experience: Are Retailers and Customers Aligned?

Retailers recognize the importance of Customer Experience, and cite it as one of the biggest challenges facing their organization. They’re doing all they can to keep up with increasing expectations from their customers.

Meanwhile, Customers are reporting their experience inside retail stores is declining, citing various factors that affect their experience.

We are surveying both Retailers and Customers to compare shopper expectations with Customer Experience initiatives. Where are brands falling short? And what opportunities exist for Retailers to meet Customers’ expectations?

See the first cut of our research findings, and stay tuned for the full report in late summer 2018.