Maru Group

DECEMBER 18, 2018

The winners of this year’s retail benchmark study were sites who provide a seamless experience across devices, understand the need for customers to make informed purchase decisions and offer a consistent journey across offline touchpoints, including returns and customer contact. What makes ASOS’s online experience so great?

Retail 40

Retail Touchpoint Fashion Comparison 40

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. In-store moments that matter.

Retail 34

Retail Travel Multi-Channel Fashion 34

Pointillist

JUNE 15, 2018

Richard Boire, of Boire Filler Group , lays out this difference in a compelling fashion. By mapping the customer journey you are able to analyze the complete experience from end-to-end in the eyes of your customer. Telecom brand O2 uses analytics and takes a journey-based view to improve customer retention.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110