People love to build and create their own brands. We see this all the time with social media where different filters and editing apps can change others’ perception and image of you. People see what you want them to see.
Retailers, on the other hand, don’t have that luxury. You can’t put a filter on customer experience (CX) — there are no “re-takes,” so you must get it right the first time.
Our CEO, Lisa van Kesteren, recently shared with MediaPost 4 tips for making unfiltered CX work.
From the article:
“Your customer’s experience will be raw and uncensored, so embrace that moment with the right preparation, training and planning. Focus on creating an operational culture where the customer experience is consistent in each and every store. And be sure to deliver consistently across each and every channel—from the website to the app to the environment of a fitting room.
The experience you create should reflect the core of your brand identity. The perception you’re building in the minds of consumers should be fulfilled when they are interacting with one of your channels.”
To read the full article in MediaPost, click here.