Are your customers’ experiences profoundly remarkable?

RCE_com“What does emotional connection mean to you?” I asked a senior leader of a retail chain. I was expecting an insightful answer. “It means being helpful, courteous, and respectful to customers,” he replied. I probed a bit further. “How is emotional connection different from plain, ordinary customer experience?” I got a speech about being treated like a person and not a like a number. He ended with: “We need to stop treating customers like consumers and started treating them like friends.” He made it sound unique and new. http://bit.ly/BR2N63JcH

The retail workforce in the age of Amazon Go

RCE_comThe idea of quickly popping into my local grocery store and walking out with everything I need for dinner, without waiting in long lines, is undoubtedly appealing to almost every shopper. That desire to streamline in-store shopping and reduce friction is what Amazon Go is all about and what has made its arrival, and potential expansion, the talk of the retail industry. Of course, shoppers are demanding a streamlined and personalized shopping experience across all retail channels, but many are left wondering what the impact of associate-free checkout will mean for the future of hourly retail workers.    http://bit.ly/BR2M77vWS