How to ace customer journey to – and from- Black Friday and Cyber Monday
When I think of Black Friday it comes to my mind the hordes waiting in lines for Macy´s doors to open, or people fighting over to see who gets the last coat on the rack; only to get home and realize that it doesn´t fit or that the color is not as nice as it seemed during the fight with the other 3 people that also wanted it. Anything wrong with this picture? This used to be true, yes, but back in the 90´s; that is, a last century memory! Nowadays the scenario is very different from this one because brick-and-mortar retail shopping is quickly giving way to the digital shopping. The pains that come with it, however have not changed much. Ok let me rephrase that. They have changed immensely in the sense that last century´s problems are still pretty much an issue and online shopping is just adding up to that.