Does ‘Showrooming’ mean the end of retail?
“It’s not one channel or the other; it’s making sure that you get a richer experience in both”
Shaun has been a leader in expanding management attention from the narrow focus on customer
service to the wider, more strategic drive towards customer experience. He is the founder of Smith+co
the leading UK based customer experience consultancy. He is co-author of five acclaimed business
books, his most recent being, ‘On...