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Digital Satisfaction in the Experience Economy

Platt Retail Institute

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Customer experience is well served by digital messaging, interactive displays and digital engagement in-store, but the medium must serve the interests of shoppers as well as the brand through marketing, facilities, IT and the digital media team. The mega-trend of improved customer experience is an imperative to enterprise success, as retail experience lives at the intersection of consumers’ choice and the desire of brands to succeed. The customer experience-focused design of places, processes and interactions seeks to allow easy entry at any point on a consumer’s path to purchase and reduce the frictions of exchange and transitions.

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Member-submitted Retail Library resources are not endorsed by the National Retail Federation. The opinions and research findings are of the submitting company alone, for the purposes of sharing ideas and information.

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