EKN Research: Creating a Frictionless Customer Experience - Why Retailers and Brands Must Go Beyond Omnichannel
12/11/2015
Friction – or customer experience failures that cause customer dissatisfaction and create incentive for consumers to abandon engagement – leads to lost sales, loss of loyalty and a diluted brand experience and has a far-reaching impact. Retailers and brands must go beyond omnichannel to remove friction from the customer experience.
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