Our Insights: Stay on the Cutting Edge

Try This 100-Year-Old Customer Experience Management Tip

Whoever first said “The customer is always right” couldn’t have anticipated the Internet, and how vital customer experience would ultimately become to the success of a retail chain....

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Why Buy Online, Pickup In Store (BOPIS) Is the New Standard

As we’ve said before, it’s time for companies to stop thinking about retail and ecommerce as separate categories. It was even #2 on our list of the 21 Most...

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Are You Behind the Curve on “Buy Online, Return In Store” (BORIS)?

Returns are bad. They’re often the result (or cause!) of a negative customer experience, they’re logistical nightmares, and they’re costly for physical and ecommerce stores alike. Retailers have...

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