There’s no doubt technology has been pushing the retail industry to adapt for years now. We’ve been covering the current technology-driven trends in mobile, ecommerce and customer service otherwise known as the omnichannel environment as well as practical customer experience approaches such as mystery shopping and customer intercept surveys. Now we’re asking the question: How do the two sides relate?
At first glance, it might seem like the tried-and-true customer experience evaluation methods such as mystery shopping are simply not enough to accurately assess such a technologically complex environment. With many customers walking into the store already having researched exactly what they’re looking for, the expectations of the customer have expanded to the point where in-store staff must reorient their roles to fit these expectations accordingly.