The Key to Customer Loyalty: The Total Shopping Experience

Susan S. McPartlin This article is by Susan M. McPartlin, U.S. retail and consumer leader at PricewaterhouseCoopers, and Paul M. D'Alessandro, principal at PwC. They can be reached at susan.m.mcpartlin@us.pwc.com and paul.dalessandro@us.pwc.com. These days consumers are watching their pennies and considering purchasing decisions more carefully than ever, and that makes it increasingly [...]