Crack The Customer Code

Adam and Jeannie discuss the looming demise of Toys R Us and how a focus on customer experience innovation could make all the difference. Toys R Us succumbs to innovative retail experiences Whether you were a child, glaring in wonder at the aisles and aisles of toys, or an adult achieving hero status by scoring the hottest toy at a discount on Black Friday, who doesn’t have fond memories about Toys R Us? Unfortunately, memories may soon be all that’s left, as Toys R Us is on the brink of closing their 735 stores and putting 30,000 people out of work. It’s sad news for pretty much everyone, but where the customer experience is concerned, this sadness points to nostalgia more than anything else. “They didn’t really innovate…until it was almost too late” -Jeannie Walters With Amazon selling at a loss and other online retailers stepping up their game with shipping, who wants to fight the crowds these days, only to find out the item they needed happens to be out of stock? While some may say the demise of T