RETAIL CRM: Creating Customer Advocates Across Channels
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In order to build sustainable loyalty in today's competitive market, retailers are focusing more on having relevant, personalized and value-adding interactions across channels.

As consumers have become entrenched in the Web 2.0 world, the experience of online shopping has dramatically changed the expectations of in-store shoppers. Consumers are now demanding a consistent presence across channels and the same type of intuitive service experience in-store as they have online.