In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. In fact, research suggests that by 2020, CX will overtake price and product as the key brand differentiator.
For many retailers, customer experience is synonymous with customer satisfaction and customer service. But successful retailers know that CX is much more comprehensive. CX is a customers collective perception of their interactions with a retailer and how they feel about a brand as a result. Everything, from a retailers messaging and merchandising to its people and products, impacts this.
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