Has the internet changed the nature of the way shopping occurs in stores these days? more
To a society fascinated with the process of buying and consumption, a great retail experience should be of significant importance; yet despite the fact that 90% of dollars are spent “in store,” the media are crowded with stories and analysis of “online experience” but scant mention is made of the ways in which we can improve the “in-store” experience for consumers.
80% of companies THINK they are delivering exceptional customer experience but only 8% of customers agree. If you are in a business that deals with customers like most are this is a frightening statistic. Retail establishments most likely deal with the largest volume of customers per day. And to get the customer experience right is often tricky.
So to research this further we sought out the expertise of a Customer Experience expert Mike Wittenstien. (http://www.mikewittenstein.com/) Mike has spent years researching and speaking on this topic. So much so he is considered to be The Authority on Customer Experience.
Armed with this data we decided to contact Mike to better understand the state of the customer experience in Retail and how we can go about improving the experience to enable exception customer service! Enjoy …
About Mike
Mike Wittenstein did not become The Authority on Customer Experience by just standing around talking about it. He did it by deconstructing, designing and implementing customer experiences across the full range of consumer services. And he still does.
For more than two decades, Mike has led change and innovation initiatives for clients in the fields of customer relations, services, retail, travel, media & entertainment, telecommunications, technology, sales, quick-service restaurants, non-profit, financial services, education, consumer package goods, healthcare, government and transportation.
He influenced key decisions at international brands such as Air Canada, Carlson/Wagonlit, Delta Air lines, IBM, Kinko’s, McDonald’s and MCI.
Mike has commercialized revolutionary ideas that have become industry standards. He has a long track record designing innovations that increase customer brand appeal.
- As an eVisionary at IBM , Mike introduced Adaptive Marketing, an integrated selling approach for hardware, software and services to Chief Marketing Officers that generated $10 million in new revenues.
- Mike invented a process for rapidly designing service innovations. Using the knowledge gained from a combination of traditional and radical tools, Mike can create a vision of the client’s future customer experience that is clear, concrete, makes customers happy, and is economically and operationally feasible.
Mike speaks with the authority born of 20 years of leadership in marketing strategy and technology, and a lifetime devoted to the design and management of customer experiences that bond customers to brands.
