Cataloger-Relevant Cherry-Pickin’s From eTail Conference

6. Create a Customer-Focused Shopping Experience
Customers’ attitudes are shaped by cumulative experiences. These are what direct future behavior, loyalty, share of wallet and word-of-mouth. Most of our customers want to shop across various channels. But if they’ve had a bad experience online, it doesn’t only affect how they feel about shopping from a multichannel marketer online — it affects how they feel about that marketer overall. —Craig Stevenson, global multichannel retail solutions leader, IBM