In our 2018 New York Flagship Store Survey we focussed exclusively on the customer experience. How successful are stores in a 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.