BEST CUSTOMER EXPERIENCE INITIATIVE - MALL OWNER
How can retailers gain that all-important competitive edge when the battle over original product or best prices grows ever harder? Increasingly, that edge is being delivered by great customer experiences that deliver to a retailer’s brand positioning or sets them apart from the competition through its originality and appeal. We are seeing examples of this from both offline and online retailers. From Alibaba’s Singles Day to the 2017 category winner, Tommy Hilfiger’s Tommy’s Pier. This award category is therefore looking for examples of outstanding customer experience that are being delivered by a retailer. It could be an amazing customer experience delivered in store, or an experiential event created especially to deliver something truly outstanding that connects with your customers. Judges will be looking for customer experiences that really stand out in an already highly competitive landscape. What makes this different and how has it captured the imagination and support of your customers? This category will be split in two: for retailers and for shopping malls to ensure that we recognise all great initiatives to delivering amazing customer experiences. How did you measure the initiative? What indicators did you use to ensure the success?