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Discordant notes

by stevenpdennis | Jan 14, 2020 | Being Remarkable, Customer Experience, Harmonized

Earlier this week, after my youngest daughter’s college graduation, I had to fly back from Portland. Upon arriving at PDX, as an Executive Platinum member, I was able to check-in quickly and I practically glided through security. When I got to the gate I learned that...
Retail’s new fork in the road: Understanding ‘buying’ vs. ‘shopping’

Retail’s new fork in the road: Understanding ‘buying’ vs. ‘shopping’

by stevenpdennis | Jan 13, 2020 | Customer Experience, Reimagining Retail, Retail

As I pointed out in my last piece, it is all too easy to be misled by high-level statistics and narratives that paint an incomplete picture of the retail landscape. Similarly, many fail to appreciate the underlying dynamics that (increasingly) separate industry...
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