Magazine Article | October 20, 2017

Think Big In 2018: Why The CX Depends On It

Source: Retail Executive

By Erin Harris, editor-in-chief

One of my fondest childhood memories is going “downtown” to Wilkes-Barre, PA, with my grandmother. Every now and then, she and I would take the bus to “the Square,” a colloquial name for the center of town, to go to Boscov’s, where we’d spend an hour or two shopping. Our first stop was the kids’ section, followed by shoes and handbags. Once in a great while, she’d surprise me by taking me to the salon inside the store to get a French braid in my hair. On our way out, we’d stop at the food stand on the bottom fl oor to buy popcorn to eat on the bus ride home.

Thinking back, I remember how cool it was to shop and get my hair done and buy fresh popcorn in the same place. As a professional in the retail industry, I know that what my grandmother and I did wasn’t shopping; what we had was an experience. As we head into 2018, here are some things for the senior leadership team to consider as it crafts the future of the business by creating memorable customer experiences.