It’s been two weeks since some members of our US team hit the road to get educated and informed on all things customer experience at eTail East. Since then, we’ve been posting blogs, tweeting and discussing digital marketing and customer experience best practices with each other and the many talented senior executives from some of the world’s most renowned retail and travel brands.
So for today’s blog post, we’re doing something a bit different and fun. In the style of David Letterman’s “Top 10 List,” we’re counting down our Top 10 Digital Moments From eTail East. Hopefully, those folks who couldn’t make it to Philadelphia will feel like they were part of the experience too.
#10: Warby Parker’s geek-chic Fashion Week presentation at New York Public Library
#9: Haute Look has a 40 percent rate of mobile conversions.
#8: Thank you to Office Depot for showing us that selling something as simple and routine as forks isn’t an excuse to deliver an average customer experience. According to Manish Hirapara, “consumers purchase for two reasons – utility and design.”
#7: CVS’ mission to use technology to empower connected health truly exemplifies why technology can have such an impact on society.
#6: We loved the old-school movie theater popcorn courtesy of Media Math!
#5: Mobile is the context of screens consumers are using. This was very apparent as close to a thousand attendees juggled multiple devices (in their hands) and multi-tasked during the four-day conference.
#4: Brick-and-mortar to digital isn’t always the first path to success for retailers. Kudos to online-first retailers like Fab.com and Warby Parker for leading the pack and finding out-of-the-box ways to delight and inspire shoppers across all channels and all devices.
#3: Humility and transparency can go a long way in establishing trust, respect and loyalty among consumers. We have lots of respect for Jet Blue for admitting its digital mistakes and learning from them.
#2: Despite the long 15+ hour days, our team had some funny “inside joke” moments and many outside-of-work bonding moments at dinner. Great food + even better company + inspiring lessons = recipe for a lovely week!
#1: We enjoyed seeing what our Founder and President Mark Simpson said in his “Unifying the Digital Customer Experience” keynote session click for attendees. But more than that, hearing his advice repeated by panel speakers throughout the event and in our booth proved just how impactful, or detrimental, the customer experience can be on a brand’s reputation, engagement and long-term revenue growth.
In case you want to learn more, check out some of our highlights from eTail East!