TORONTO — What consumers want most from their retailers are experiences. This turned out to be one of the key takeaways from the latest Hardlines Conference, held here just two weeks ago.
As Robert Howard, from Kurt Salmon, a management consulting firm, told the audience, consumers are willing to pay a premium for an experience. He went on to reference a study that said 80% of executives thought that their companies were delivering superior customer service, but only 8% of customers agreed…
