For retailers, talking about omni-channel is very fashionable nowadays. At a high level, the concepts behind providing great customer experience across channels are easy to understand. However, those in the business know that executing on a great omni-channel strategy is pretty challenging.
In this three-part blog series, we’ll discuss:
1. The state of omni-channel retail today and introduce a framework for analyzing omni-channel loyalty
2. How a loyalty program....