A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. Topics include comparisons between online, in-store and mobile shoppers in the United States, and consumer opinion toward the retail customer experience.
The report is intended to help foster the industry’s understanding of what today’s retail customer thinks, expects and desires. The 37-page report is packed with more than 50 findings. We created an infographic to present some highlights from the report. See below or download as a PDF here.
Jim Von Seggern is the Marketing Director at COPC Inc., joining the company in 2016. Jim brings nearly 20 years of experience in developing brand messaging and content for some of the world’s most iconic brands. Since 2010, his attention has turned toward helping companies better serve the needs and expectations of their customers. A strong advocate for customer success, Jim’s focus has recently focused on uncovering consumer insights as the lead author and architect on a variety of CX-based research projects, including the Customer Experience Management Benchmark (CXMB) Series--a joint project between COPC Inc. and Execs In The Know. Jim holds a Bachelor of Arts in English from Western Michigan University.