Alex Genov, head of Customer Research at Zappos joins Coresight to discuss knowing customers as people in the age of big data and customer service as an art form enhancing customer lifetime value. retailers hav lost sight of their customers and the fundamentals of nurturing consumer relationships. The avalanche of consumer data of the past 20 years hasn’t made a marked difference for many.
Topics to be covered include:
What data should retailers focus on?
How can retailers use data for useful insights?
Does COVID-19 provide an opportunity with consumers accessing retailers and brands more online?
How should retailers address consumers during this crisis?
Is the consumer expecting something new in this crisis?
How can you build trust digitally and make it tangible?