Five Keys To Curating An Effortless, Loyalty-Building Customer Experience


This tale of two couches — and two decidedly different customer experiences — began last winter when I ordered a three-piece sectional from a big-name home furnishings retailer and was told to expect delivery to my doorstep in about three weeks. Not bad, I thought, in this era of labor shortages and supply chain disruptions.

Next came a call from the company’s warehouse dispatch, providing a specific day and two-hour window for delivery. When a text message arrived on delivery day, inviting me to track the couch’s movements in real time, I clicked on the link. And that’s when my…



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