In an era of instant gratification and one-click services, customers have high expectations and little patience. It’s up to marketers and retailers to provide exemplary customer experience (CX) for consumers, and today’s companies have much room for improvement, especially within their digital platforms.
It’s no secret the retail industry is in a bit of a transitional period. E-commerce leader Amazon.com has a lot of retailers concerned about the industry’s future. But while many are concerned with the alleged “retail apocalypse,” companies may need to look at the digital experience they’re providing their customers with rather than attempting to play catch up to Jeff Bezos’ brainchild.
