Cx Conversations

eCommerce didn't just change the way we buy stuff, it has changed consumer psychology and has completely transformed our expectations as customers. When you compare the traditional customer journey of a retail shopper with that of someone shopping on Amazon, you realise the massive leap in customer experience. From the ease of product search to almost zero wait time at billing and finally the product showing up at your doorstep without even stepping out, it is nothing less than magical! It however takes a well oiled offline engine that makes this seemingly online-only experience so smooth. Perhaps the online web-experience, although not any less important, is the smallest piece that impacts customer experience. Everything that happens offline after the order is placed is the biggest chunk that can make or mar a customer's experience. In this episode with Wouter van Bockel, Founder at Furniturespot.co.za - South Africa's first scalable online made-to-order furniture store - I break down the online and offline