Cisco Consulting Thought Leadership

Customer Experience Beyond the Store

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Customer Experience Beyond the Store

The multichannel mobile future suggests a blending of the physical store environment with the speed-search-choice attributes of the Internet. At the same time, accelerating product commoditization, consumers’ requirement for value, and two important demographic shifts—Baby Boomers reaching retirement age and tech-savvy Millennials entering prime consumption-employment years—suggest that retailers must form new merchandising combinations from physical SKUs, services, and sales support. This is an evolution from today’s multi-channel approach to an omni-channel, all-encompassing brand experience—one that can accompany consumers anywhere, recognize and reward loyal behavior wherever and whenever the brand is touched, fulfill consumers’ desire for combination solutions, and enable transaction-pickup-return through whichever door (or portal) is convenient.