Pick customer experience metrics for each experience
Customer experience pros need to select the specific metrics they’ll use to track three things: customers’ perceptions of their experiences, what happened during each experience, and the business outcomes that result.
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?