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The New Rules Of Customer Engagement

Client Society of American Florists
Date Jun 11, 2013
Access Client Only


Presentation at the 2013 Society of American Florists Conference in St. Louis, MO.

Learn what motivates consumers to buy today and in the future and how to deploy strategies and tactics that best match those motivations and expectations. Because if it is true that many consumers have less money in their pockets these days, that does not mean that they have fewer needs, desires or lower expectations when they shop. Quite the opposite! Consumer expectations have been steadily growing over the last 40-50 years influenced but not stopped by any slumps in the economy along the way. And the fact that there are so many ways that they can acquire what they want, makes it even more compelling for any retailer to cross all the Ts and dot all the Is of their in-store, online and mobile experience, whether it is service, technology, product selection, price, product presentation or store/web/mobile site look and feel. All with the ultimate goal to make it easy, fast, convenient, fun and extraordinary for the customer. KEY LEARNING: How global economic, demographic, technological, environmental changes can impact your consumers’ values and buying patterns How consumers’ expectations have changed and will continue to change Which brands and companies are capitalizing on these changes and how - examples from top retailers and brands such as,; Nordstrom; The Container Store; Ritz-Carlton Hotels; Harley-Davidson;; M&M’s; and lots more 

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