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Goal: Delivering a Consistent, OmnichannelExperience. Task: Define greatness within each channel. In reality, the first step to creating an omnichannelexperience is to fully integrate all contact channels. Trouble spanning channels, meanwhile, ranks as one of the biggest customerexperience pain points.
Between the lines: These boutiques complement Nespresso's strong direct-to-consumer business and existing retail locations, creating a more cohesive omnichannel strategy. The bottom line: Nespresso's CEO believes this approach will give the brand "an advantage" over competitors by fostering deeper customer connections.
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