Social media influential in shaping customer experience

January 5, 2015 by Adam Pressman, Joshua Swartz and Chain Drug Review A.T. Kearney, Adam Pressman, chain drug stores, customer interaction, digital marketing, Joshua Swartz, retailing, social media 2015, Issue 01-05-2015, Opinion

Consumer-centricity in retailing is often cloaked in words about putting the consumer at the center of our business, but what will happen when consumers are the focal point of their own business? The use of social media changes the dynamic and puts consumers at the core of their own brand. Bad customer experiences, often the