Behind Macy's' "Omni-Channel" Customer Experience: Should Stores Look Like the Web?



Brian Cantor
09/21/2011

During their rise to fame, e-commerce stores worked hard to recreate the brick-and-mortar shopping experience on the web. In an effort to stay relevant in an increasingly-digital world, retail giants have recently been taking cues from the online shopping experience. Macy’s, hoping to stand above the competition, is drawing from both philosophies in its new "omni-channel" customer strategy. [eventPDF] As part of a pilot program at its Macy’s and Bloomingdale’s locatio...
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