Building Multi-Channel Customer Satisfaction and Loyalty Theme Many retailers measure customer satisfaction based solely on the point of sale, but satisfaction and loyalty are often strongly cemented—and potentially damaged—by other stages of the customer experience. A multi-channel retailer that truly understands the value of customer relationships treats the total customer experience as a portfolio of touch points. By measuring satisfaction across the entire customer life cycle, Best Buy discovers the impact of each touch point and how best to capitalize on opportunities to strengthen customer relationships for long-term profitability. The Challenge Creating a Seamless Customer Experience. When Best Buy started out over 40 years ago, there were only two stores; today the

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