Why Omnichannel Shouldn’t Mean Every Channel
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Bob Barr
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Zappos is a perfect example of a highly successful e-commerce company that, without physical retail stores, focuses on the optimization of specific channels, such as browser, mobile and social, to build a loyal customer base and become a benchmark for customer service. This is reflected in its mobile experience, with a clean, simple layout, well-organized product information and click-to-call functionality.
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Bob Barr
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