In our 2018 New York Flagship Store Survey, we focused exclusively on the customer experience. How successful are stores in creating an environment where customers want to come to experience something rather than buy something?
We found that right now, only a few of the stores manage to create a pleasurable customer experience. And we notice that in many cases it’s because simple basics aren’t right. We call them the table stakes – you need to get these right, always.
You can read the whole report here.