Richard Hammond Author & CEO, Uncrowd
I've been in retailing since 1985 and though that's now more than thirty years, I'm still passionate, excited and thrilled by it. I now concentrate on the Friction versus Reward metric and it's application to customer experience. It's the most important thing I've ever done.
Spent my whole career thinking about why customers love some retailers and hate others. Sounds simple, isn't! But I do have answers.