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.
Voice of Customer vs. Voice of Employee
“Frontline employees are always right.” That is a quote from one of our clients at InnerView as we shared data
