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Innovating Customer Experiences Chapter Sources

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Talk to Discovered Book Millennials Value Experience
Innovating Customer Experiences

200. Millennials Value Experience

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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

Talk to Discovered Book Sephora
Innovating Customer Experiences

201.  Sephora

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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

Talk to Discovered Book Sonos
Innovating Customer Experiences

202. Sonos

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

Talk to Discovered Book Globetrotters
Innovating Customer Experiences

203.  Globetrotters

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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.

Talk to Discovered Book Pirch
Innovating Customer Experiences

204. Pirch

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Another amazing example of amazing in-store experience exists in Pirch, a home improvement store. At Pirch you get to try your home appliances, fixtures, etc before you buy. Test a shower or cook a meal.

Talk to Discovered Book Lowes Lowebot
Innovating Customer Experiences

205. Lowes Lowebot

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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.

Talk to Discovered Book Open Discovered Book Lowes HoloLens
Innovating Customer Experiences

206. Lowes Hololens

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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.

Talk to Discovered Book Open Discovered Book Lowes HoloLens
Innovating Customer Experiences

207. HoloLens Case Study

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Nothing is worse than paying a lot of money for something you don’t like! You can also check out the full case study done about the Lowes HoloLens by Microsoft.

Talk to Discovered Book Customer Experience Index
Innovating Customer Experiences

208. Customer Experience Index

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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%

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