Скачать или смотреть The-Business-of-Retail-Ep23-Sales-&-Service-The-Lost-Art-of-Retail

There has been much trumpeting of "customer experience" over the last decade. However, the experiential foundations of the past 100 years are still indeed these: sales and service.

Have we forgotten what exceptional sales and service entail? This is different than having shiny interactive displays in store. Rather, this shows up when we shoppers have our specific problems solved, when we gratefully buy something more expensive because an associate helps us better understand the value it brings. And we don't feel 'sold'.

But why is it eroding? What are the underlying causes that are often missed? Why does online face its own challenges? And where do some innovations such as advanced chat or facebook live offer a lifeline?