During his presentation, “Express on the Role of Customers in the Omni-Channel Strategy,” presented at the Loyalty360 Engagement & Experience Expo held this week in Dallas, Jim Kaniaris, Vice President of Customer Experience at Express, and Lonnie Mayne, President of InMoment, discussed how the Express customer helps inform Express’s omni-channel strategy and focus on customer engagement and brand loyalty.
And it boils down to one thing: A pair of red shoes. Specifically, the red sneakers Mayne was wearing as a....