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.
Silos in a Customer-Centric World
The concept of “silos” has become somewhat of a punchline in today’s corporate world. I commonly hear phrases like, “That’s
