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.

Session Evaluation