In 2005 customers were arriving at retail locations better informed about their target purchases than the sales staffers trying to help them by doing pre-trip research. (Which triggers fear and dread in a sales staff.)
Fast forward to 2009. Not only are shoppers better informed but they're also ready to JUDGE your retail performance.
"Word of mouth" is going viral and the world of retail is not ready for the backlash.
Did you have the product in stock?
Was it easy to locate?
Was it hard to find a human being helper?
Did I have FUN while shopping here and accomplish my goals?!
Retailers: Your shoppers ARE going to rate you via Yelp, CitySearch, etc. Are you sure you're providing them with the best shopping experience possible? Really?
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