Discovered Book
Innovating Customer Experiences Chapter Sources

Selling to Millennials is a new type of game for brands. Millennial value of experience. Christopher Donnelly and Renato Scaff, "Who Are the Millennial Shoppers? And What Do They Really Want?" Outlook: Accenture's Journal of High Performance Business

Sephora is innovating their customer's shopping experience with technology and innovation. They are also constantly experimenting to see how they can make it even better. Doug Stephens, Interview with Bridget Dolan, Reengineering Retail, 2017, Figure 1 Publishing

In New York City, Sonos sells speakers systems for home. The Sonos store includes a fully immersed surround-sound experience for your daily life.

Globetrotters - The ultimate store for outdoorspeople. They have real walking trails, tsunami chambers, vaccinations, and insurance. Open in Google Chrome so Google can translate the site for you.

Lowe’s has piloted robots to guide people directly to the aisle of product they want. Instead of asking an associate where you can find packing bubble wrap, ask the friendly little robot. The robot will lead you to the exact location and see if it can take you to the next item on the list.

Lowe’s also created a virtual reality home improvement pod where you can work with a design specialist to create a virtual space similar to the one you are shopping for. Using VR headsets, see the exact fixtures, finishes, and decor you have chosen to get an idea of what it would really look like.

According to Forrester, a stock portfolio of leading companies and their customer experience index had a cumulative performance gain of 43% over six years compared to the average 14.5% for this S&P 500. When the customer experience index lacks, brands historically see a drop of 33.9%