Shopping is “going from undecided to decided” – the science of the retail experience

For thirty years I’ve talked about service operators having to manage what happens inside the customer’s head, managing their perception rather than ‘reality’.  So I was very interested in this TED talk that analyses the retail service experience and consumer decision-making.  Also interested me in view of our research into how customer’s select hotels (see earlier blog).

It takes a little while to get into what I find most interesting – a discussion of cloud computing and how it enables operators to predict what customers want.

PS  The presenter delivers this with a marketing focus, but I look at it from an operations perspective.

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This entry was posted in Chap 02 Winning Customers, Sector: Retail and tagged , . Bookmark the permalink.

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