At The Intersection Of Individualized Insights & Brick-and-Mortar

I love great customer service, and I love receiving relevant email offers that I’m interesting in engaging with. But a terrible experience with a brand will turn me off for a long time. Here’s the thing: I expect a great experience with every brand I interact with. Is this an unrealistic expectation? I don’t think so, and I don’t think I’m alone. In an era where every brand has the ability to provide a desirable customer experience, it’s a mystery why so many fail to do so. Whether I’m in a store, or shopping online – or, as I’ll get into below, doing both at one – I expect a relevant, friendly, and helpful experience.