In his latest Forbes Council post, our President, Chris Wallace, discusses how the shutdown accelerated customer experience innovation and a reckoning for Main Street retailers. There’s a difference between customer service and customer experience. Chris believes independent retailers are being forced to learn the difference as the pandemic radically changes how customers buy. Check out the full article to learn more.
The Frontline Brand Confidence Crisis
Does it matter if your frontline employees are confident in your brand? Colin Mitchell tackled this subject in his Harvard
