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Monday, September 19, 2016

Digital Defining the Shopping Experience

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.  .... " 

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