Macy’s Store Closings: 4 Valuable Lessons for Retailers

Posted on September 7, 2016 by Nanette BrownComments

  

Much has been written about Macy’s brand struggles and its 100 store closures ahead of the 2016 holiday season. Among the observations being made:

 

These are all fair points (although none of these issues is beyond Macy’s power to change; we’ve argued as much here, here, and here).

Here’s the real question, from our point of view:

What did Macy’s know, and when did the brand know it?

Read More

Topics: Mystery Shopping, Customer Experience, Omnichannel, Customer Satisfaction, Retail, retail innovation

Ebay Looks To Physical Retail For A Streamlined Shopping Experience

Posted on December 31, 2013 by David RichComments

Read More

Topics: Customer Experience, Customer Intercepts, Journey Mapping, ebay retail, customer journey map, retail innovation

Customer Experience Update