Summary
Great "bits and mortar" experiences aren't just for B2C firms; more B2B firms are fusing physical and digital into attractive, interactive experiences that boost engagement, product education, and brand awareness among end customers. Shimano, a Japan-based traditional manufacturer of bicycle components, aims to do all three while celebrating the history of the bicycle in an interactive digital and physical space that it developed in Singapore. This case study examines how Shimano aligned a B2C digital/physical experience with its B2B brand and the critical role that customer experience (CX) pros played in creating the right experience.
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