Who is to blame for Bed Bath and Beyond? The conventional thinking is that if company goes into a tailspin, then the CEO and the executive team must be replaced. Sometimes that’s valid, however, generally, it’s not the final answer to the problem.
Since Estee Lauder first introduced the free gift with purchase in 1946, retail brands have been wracking their collective brain in efforts to triumph in the “surprise & delight” of customers. From free samples, to surprise birthday gifts and loyalty perks, we seem to have seen it all at this point.
Initially, the Amazon Effect was a term coined to describe online shopping’s disruption of conventional physical retail locations. As the ecommerce landscape has matured, this effect has come to disrupt much more. The disruption retail brands now face is from the ever- increasing customer expectations set by the experience shoppers receive on amazon.com.
Customer Experience-CX Automation holds the key to differentiating retail brands who are serious about delivering an exceptional online shopping experience for their customers from the ones that just talk the talk.
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