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Today’s retail customer is rarely an on-line or off-line purist, but instead we use both on-line and off-line channels during our customer journey. Therefore, retailers need to ensure that the on-line services work seamlessly with the experience in brick-and- mortar stores. This session presents a case where we significantly improved our Return on Marketing Investment through innovatively combining our on-line and off-line data.
• In today’s retail, on-line services must work seamlessly with the physical experience
• In order to develop the best customer experience both on-line and off-line, retailers need to combine data from both perspectives
• By understanding the holistic customer data, we can significantly improve our return on services development and marketing investment