If you are visually impaired or blind, you can visit the PDF version by Pressing CONTROL + ALT + 4
<br /> CUSTOMER<br /> EXPERIENCE<br /> January 2014 an internet retailing special report<br /> www.apptus.com<br /> 2 ● INTRODUCTION<br /> EDITORS' COMMENT<br /> W<br /> elcome to the latest in our special report we discuss new and varying<br /> series of Internet Retailing approaches that retailers of different<br /> special reports. In this sizes and from a range of sectors are taking<br /> issue, we take customer to the task of satisfying their customers'<br /> experience for our theme. wants and needs. In this supplement<br /> At the heart of our exploration of what the we look at how traders from The White<br /> consumer wants, and how retailers best Company to John Lewis, from Sch<a title="Customer Experience Supplement page 1" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=1"> CUSTOMER EXPERIENCE January 2014 </a> <a title="Customer Experience Supplement page 2" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=2"> 2 ● INTRODUCTION EDITORS' COMMENT W </a> <a title="Customer Experience Supplement page 3" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=3"> CONTENTS ● 3 8 CONTENTS 12 16 04 EXPERT</a> <a title="Customer Experience Supplement page 4" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=4"> 4 ● EXPERT OPINION WHAT DO WE MEAN BY CUSTOMER F</a> <a title="Customer Experience Supplement page 5" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=5"> EXPERT OPINION ● 5 A Online </a> <a title="Customer Experience Supplement page 6" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=6"> 6 ● EXPERT OPINION E ven the m</a> <a title="Customer Experience Supplement page 7" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=7"> EXPERT OPINION ● 7 R eal </a> <a title="Customer Experience Supplement page 8" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=8"> 8 ● INTERFACE AND DESIGN SMALL DETAILS AND THE B</a> <a title="Customer Experience Supplement page 9" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=9"> INTERFACE AND DESIGN ● 9 help out </a> <a title="Customer Experience Supplement page 10" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=10"> </a> <a title="Customer Experience Supplement page 11" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=11"> INTERFACE AND DESIGN ● 11 personal se</a> <a title="Customer Experience Supplement page 12" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=12"> 12 ● MERCHANDISING HOW TO BE RELEVANT START WITH</a> <a title="Customer Experience Supplement page 13" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=13"> MERCHANDISING ● 13 them, which is </a> <a title="Customer Experience Supplement page 14" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=14"> ” We have seen a double digit </a> <a title="Customer Experience Supplement page 15" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=15"> MERCHANDISING ● 15 and Shu Uemura. Ea</a> <a title="Customer Experience Supplement page 16" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=16"> 16 ● CROSS-CHANNEL EXPERIENCE FORGING LINKS HOW </a> <a title="Customer Experience Supplement page 17" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=17"> CROSS-CHANNEL EXPERIENCE ● 17 wher</a> <a title="Customer Experience Supplement page 18" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=18"> </a> <a title="Customer Experience Supplement page 19" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=19"> CROSS-CHANNEL EXPERIENCE ● 19 retailer </a> <a title="Customer Experience Supplement page 20" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=20"> 20 ● LOGISTICS AND SYSTEMS DELIVERED ON TIME – A</a> <a title="Customer Experience Supplement page 21" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=21"> LOGISTICS AND SYSTEMS ● 21 also fe</a> <a title="Customer Experience Supplement page 22" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=22"> </a> <a title="Customer Experience Supplement page 23" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=23"> LOGISTICS AND SYSTEMS ● 23 John Lewis looks fo</a> <a title="Customer Experience Supplement page 24" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=24"> 24 ● STRATEGY JOINED-UP THINKING MORE AND MORE R</a> <a title="Customer Experience Supplement page 25" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=25"> STRATEGY ● 25 on the horizon and t</a> <a title="Customer Experience Supplement page 26" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=26"> </a> <a title="Customer Experience Supplement page 27" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=27"> STRATEGY ● 27 How White Stuff has re-engaged wi</a> <a title="Customer Experience Supplement page 28" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=28"> 28 ● CUSTOMER ENGAGEMENT STAY IN THE MOMENT CONS</a> <a title="Customer Experience Supplement page 29" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=29"> CUSTOMER ENGAGEMENT ● 29 VSHQGLQJ¿YHWRV</a> <a title="Customer Experience Supplement page 30" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=30"> 30 ● CUSTOMER ENGAGEMENT to support b</a> <a title="Customer Experience Supplement page 31" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=31"> CONCLUSION ● 31 CONCLUSION... T </a> <a title="Customer Experience Supplement page 32" href="http://viewer.zmags.co.uk/publication/25ff3ba6?page=32"> </a>