No matter what channel they’re interacting or shopping in, all customers
today want one thing—a seamless experience. This means that service and
relationship building is more important than ever.
“Consumers want us to know them, and as part of that service the customer
wants a frictionless shopping experience,” said Pat Connolly, executive vice
president and CMO of Williams-Sonoma.Connolly and Jamie Nordstrom, president of Nordstrom Direct, shared what it means to be a customer-led company last week during a keynote discussion at Responsys Interact in San Francisco.
