Posted in Customer Service, Management, Shopper Marketing


Do you get it?


The difference is that in the headline it is Customer Experience by Accident – and the right way, the way we expect it, is Customer Experience by Design.

  • Do you understand the difference?
  • How does it happen in your business?
  • Does it matter and do you care?
  • And most importantly: What are you doing about it?

Whether it is by ACCIDENT or by DESIGN – the customer has an experience in your store!

When we look at this for a client, we consider factors like:

  • Customer Journey Maps
  • The Retail Mix
  • Pre-Post and Concurrent Interactions

And each element in the matrix is evaluated, re-considered and turned into a standard that is adopted in the business. You can use any framework you like, as long as it is comprehensive enough to capture the whole experience and simple enough to implement.



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