Service Design: The Foundation of Positive Customer Experience in the New World of Omni-Channel Retailing

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Jun 15 2013, Posted by Kristin Harripaul

InReality’s Florian Vollmer shares how service design can be a critical tool in the effort to win fickle customers’ favor and the requirements of a truly omni-channel journey. “We must now think of the purchase journey not as a direct path, but as an integrated web with multiple entry and exit points connected by a vast interlaced fabric of route options,” explains Vollmer.

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