Customers rarely walk into stores and buy new products anymore — and especially with higher-ticket items. Instead, they transition through a retail experience journey that takes them from stage to stage and channel to channel. They might go through 10 touchpoints before tapping their card against a reader or hitting the “submit order” button. As…
Gavin Bradley
Since the inception of commerce, it seemed customers were at the mercy of retailers in how the two parties would transact. COVID-19 has flipped this: customers are now in control, choosing how they move products from store to home. Buy online, pick up in-store is a perfect example, as retailers shift their operational model to…
