By Caley Iandiorio, Senior Market & Competitive Intelligence Delivering a unique, differentiated and effective customer experience is the Mount Everest of retail. Retailers operate in a highly competitive industry where a wealth of choice gives consumers ultimate control over the buyer-seller relationship. This control has led to a consistent increase in expectations when it comes to the optimal customer experience, putting significant pressure on retailers to deliver. So how can retailers maintain their discipline in delivering a relevant and quality experience? According to customer experience guru Harley Manning, Vice President and Analyst at Forrester Research, retailers must be willing to [...]
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