Holiday Headache or Hero?
Did you brave the stores this weekend in search of the perfect holiday gift? Did you go online? Chances are you did both. I did. Personally, I've noticed more of an integration between the offline and online experience this year compared to last. For example, Sears will have any online order ready in the store for pick-up within five minutes of placing the order. The customer experience is improving this holiday season, but have retailers gone far enough?
Today's 1to1 Weekly lead article looks at how retailers and customers approach this year's holiday season. Researchers predict more convenience options like free shipping and in-store pick-up of online orders. But what's still lacking is personalization. Customers want more relevant cross-sell options, and want to be remembered when they return to an online retailer. After all, Santa can know each exactly who's been naughty or nice this year, so it shouldn't be that hard for retailers.
What do you think? Are you having a better holiday shopping experience this year? Any best practices or horror stories so far?
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