Intuitively I know that integrating or bringing together every single element of the retail experience matters enormously to the consumer.From reading The Experience Economy: Work Is Theatre & Every Business a Stage, I know that to deliver a memorable experience, you need to exceed expectations on every element of your experience. If one fails, the entire experience comes apart.
Why is it, then, that so many retail experiences are subpar?
Why is it that some will deliver a wow! first impression, and then never followup as promised? Or promise the moon to barely even deliver on ringing up the sale correctly?
How is it possible to not realize that without integrating all of the elements - all of the points of contact with shoppers - the entire retail buying experience fails?
Although always true, it matters even more in a retail environment like the one we face today.
I would love to hear about your truly extraordinary and fully integrated retail experiences.
And, if you have only horror stories, I welcome those, too!
Thanks in advance for sharing!
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