Summary
Store-based retailers face an uphill battle as they compete against digital giants like Amazon and Etsy for consumer dollars. Customer experience (CX) professionals should use this report to get a feel for the variation in CX quality across these two subcategories of the retail industry. We also offer ideas for specific steps that CX pros can take, within the scope of their existing remit, to help their brands make the most of both stores and digital touchpoints and put their best competitive foot forward.
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