Editor's Letter: The Customer Experience Has Changed Drastically in the Past Decade (Thank Goodness)

In the latest edition of Brandweek, we look at world-altering challengers

Be among trailblazing marketing pros at Brandweek this September 23–26 in Phoenix, Arizona. Experience incredible networking, insightful sessions and a boost of inspiration at ADWEEK’s ultimate brand event. Register by May 13 to save 35%.

Do you remember your first major purchase? Mine was a queen-size pillow-top mattress in a silvery brocade, and the experience of buying it was so soul-crushingly bad that it’s stayed with me for 16 years. I walked into a major mattress store fresh out of college and full of excitement about furnishing my first apartment, and left in tears after several hours of high-pressure sales tactics and shifting price tags befitting a used car lot.

When it was time to upgrade in 2015, my husband and I visited a little business called Casper that we’d heard about from friends.

AW+

WORK SMARTER - LEARN, GROW AND BE INSPIRED.

Subscribe today!

To Read the Full Story Become an Adweek+ Subscriber

View Subscription Options

Already a member? Sign in

Adweek magazine cover
Click for more from this issue

This story first appeared in the Feb. 4, 2019, issue of Brandweek magazine. Click here to subscribe.