Going physical in a digital world: How bricks and mortar is still a cornerstone of customer experience
As organizations increase investment in developing a digital experience, they should not ignore the importance of high-quality brick and mortar locations. While the number of physical locations are being reduced, the in-person experience will continue to be a critical touchpoint for many customers. Best-in-class retailers, both traditional and digital, have recognized the importance of developing the right brick and mortar offering that seamlessly integrates with their online footprint to exceed the expectations of their most important customer segments.
Daniel Resnick is a Principal at SATOV Consultants, a customer strategy management consultancy. He has worked closely with corporate leaders in financial services, hospitality, retail, manufacturing, and energy to identify, refine and deploy strategies that effectively place the customer at the heart of corporate strategy.
Daniel is focused on helping clients understand the market trends which are forcing them to adapt their business models, and translating these insights into sustainable growth. He leverages cross-industry experiences to help develop a common understanding of who their customers are, what type of experience they’re looking for, and how to build a growth strategy and operating model that efficiently delivers that experience in a way that supports the organization’s overall strategic objectives.