Discussion of interest regarding a Deloitte study. In RetailWire:
Is digital defining the shopping experience? by Tom Ryan
According to a new Deloitte study, digital platforms such as Facebook and Google “are operating at such scale now that they are shaping customers’ definitions of what a great customer experience is.”
The study, “The New Digital Divide: The future of digital influence in retail,” pointed to the limitations of a single retailer creating a “meaningfully personalized experience” with its customers. They estimated that the customer likely interacts with a retailer six to eight times per year and mostly in a transactional manner. .... "