Think about what makes you shop at the same place over and over again. Is it attention to detail or the fact that you're always remembered? What makes a good customer experience, regardless of channel?
Darren Stoll, Group Vice President of Marketing at Macys.com recommends these three guidelines for retailers:
Think about the customer, not the channel. “Customer centricity demands omnichannel thinking,” says Stoll.
Shop her way. “Frame everything around....