Shopper satisfaction in today’s omnichannel world is all about experiences. For instance, the new Nordstrom Local stores include manicures, wine and some outfits –- but nothing that can actually be purchased. The customer might end up buying online, in a regular Nordstrom store, or maybe Nordstrom Rack. Every channel adds opportunities to communicate the brand's values –- and to destroy them. The list goes on. This seminar will share examples of the good, the bad and the ugly of brand experiences across channels, as well as how to measure and manage them. Attendees will:
Explore how to effectively measure and manage a brand experience across channels.
Discover the most important lesson learned from over 20 years of measuring customer experiences, and what to expect in the future.
Learn not to forget the app experience.
View the entire agenda here.
Lisa van Kesteren, CEO, SeeLevel HX
Lisa van Kesteren is the chief executive officer and founder of leading mystery shopping agency SeeLevel HX. Having founded Mystery Researchers in 2008, van Kesteren utilized and leveraged her extensive background in customer experience, including the establishment and growth of two of the largest customer experience-data research companies in the industry. Additionally, she was one of the founding members of the Mystery Shopping Providers Association created in 1997, where she served as the chairperson of the professionalism and ethics Committee and was responsible for the creation of the original code of ethics for the mystery shopping industry. Merging two passions, data research and mystery shopping, van Kesteren set out to forge a path that had not yet been established in the industry and she has done it again with SeeLevel HX.