Posted Jan. 4, 2013 at 9:52 a.m.
Three Ships Media
Analysis: Whether a company is a bank or a bookstore, it must be asking how it can increase the return on its physical capital (each location) by raising the bar for service. If the brick and mortar location isn't differentiating the experience, then it's just a cost that must be reduced. And you can ask Border's how that movie goes......
Improving customer experience - in a bank or a bookstore
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Three Ships Media
Analysis: Whether a company is a bank or a bookstore, it must be asking how it can increase the return on its physical capital (each location) by raising the bar for service. If the brick and mortar location isn't differentiating the experience, then it's just a cost that must be reduced. And you can ask Border's how that movie goes......
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