Customer experiences happen at three levels: overall relationship, discrete customer journeys, and individual interactions. Customer experience pros need to define which experiences are most important to track at each of these levels.
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?