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Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across Channels
January 29, 2004
By: Patricia Seybold
 
Executive Summary: 
Many of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer some tips for retailers and suppliers based on consumers’ “moments of truth” across a variety of shopping scenarios.


Other Recommended Items:
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
2/8/2007 - By:Patricia Seybold
Price: $995

Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
9/15/2005 - By:Patricia Seybold
Price: $995

Identifying Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
8/4/2005 - By:Patricia Seybold
Price: $995

 
 
 
 
 
 
Price: $45.00
Pages: 18
Format: PDF
License: Single User
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