Wayfind Issue 35

The Good, the Bad and the Ugly of 2019

The past year hasn’t been an easy time to be in retail. Social media has changed the way customers find out about brands and how they evaluate them. Consumers are using peer reviews on sites like Google, Facebook and Yelp to inform purchasing decisions and one vocal customer who had a bad experience can severely damage a brand. On top of this, customers are doing the bulk of their shopping on a mobile device and the icing on the cake is that even digital immigrants are beginning to behave a whole lot like those perplexing millennials.

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