In the multichannel world of modern retail, the voice of the customer has never been louder. Amplified by social media, customers have become an authority that no retailer can afford to underestimate. Aware of this reality, most retailers have already turned their attention to customer feedback activities. Yet only a small proportion have taken the…
Tim Waterton
A lot has changed since the pandemic, yet one debate continues to divide retail experts and it involves the uncertain future of brick-and-mortar stores. Pessimists argue that the return on investment is too low, and that the migration to e-commerce is only just beginning. Others believe that in-store shopping serves an experiential purpose, which cannot…
