The holiday season is fast approaching and retailers are bracing for what should be their most lucrative time of the year. However, even with potential bumper sales just a few weeks away, retailers have more on their minds.
The way retailers market to and interact with their customers has shifted significantly. New technologies have given rise to showrooming, new competitors and rapid ways for customers to share their experiences – both positive and negative. However, these same new technologies are opening the door to new channels in which to differentiate themselves, and market and sell to customers.
I recently had the opportunity to sit down and record a podcast with Future CX contributor, Brad Heidemann, the founder and CEO of Tahzoo. Brad has a long and storied retail career, having spent time at Nordstrom and consulted with multiple nationally-recognized brands.
I used the opportunity to pick Brad’s brain about the unique challenges that retailers face when it comes to customer experience, the impact that technologies – such as social media and mobile – are having on customer engagement, the customer experience tools available for retailers and examples of retailers that are doing customer experience right.
Here is what Brad had to say: