The customer experience. It’s often talked about, chased after, and sometimes—sadly—not considered at all. But in an environment where omnichannel shopping is dramatically impacting physical retail stores, maybe it’s time for the customer experience to be better understood.
In that light SeeLevel HX, a customer experience and business intelligence company, embarked on a study in New York City. This study is unique in its qualitative nature; instead of gathering volumes of quantitative metrics, the organization chose to focus on the organic experience of just 30 stores in the city.