Monthly Archives: August 2016

From touchpoints to journeys: Seeing the world as customers do

26 August 2016

Nicolas Maechler, Kevin Neher, and Robert Park To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey. When most companies focus on customer experience they think about… Read more

UK research proves physical stores still ‘essential’

10 August 2016

Inside Retail NZ Physical stores remain essential to UK retail according to new research from Verdict Retail and real estate firm, British Land. Despite the rapid growth of online shopping in recent years, in 2015, 89 per cent (£278 billion) of… Read more