For retail store operations, consistent customer experience at every touch point is essential to attracting and retaining a loyal clientele.
We’ve all experienced this before…
You go to a new franchised coffeehouse location, and even though it’s the same company, the workers here are indifferent. When you finally get your drink (which you had to tell them how to make), it tastes odd.
Or, you stop into a bookstore across town instead of your usual one. Rather than the lively conversation you expected with a knowledgeable bookseller, you roam the stacks blindly.