Toys R Us recently made headlines with the news that it would close after 70 years in business. What was once an iconic toy store with massive success will soon be a memory.


What went wrong? Greg Portell, lead partner at retail consultant A.T. Kearney, gave some great insight regarding Toys R Us’ lack of funds for investing in store UX:

“If you’re going to have that breadth of inventory, you need someone in the store to help you find it, help you experience it. It’s hard to sell toys in a cold, warehouse environment.”

When we look at the data, we see that Greg’s opinion about customer experience (CX) has legs. The State of the Connected Customer report by Salesforce polled over 7,000 consumer and business buyers and found that 71% of consumers say that customer service provided on any day, at any time influences their loyalty.

You might be thinking “Okay, so that is a statistic that focuses on customers — what about prospects? I’m a marketer, after all!”


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Sara McNamara is a Marketing Operations Manager and former top-tier Salesforce Pardot Partner senior consultant. She has a special place in her heart for marketing operations, Kanye West, huskies, and people who don’t call her about something that could have been a text/don’t request a meeting about something that could have been an email. She is honored to be the very first B2B marketing Trailblazer to be recognized and featured by Salesforce Trailhead, as well as featured in the first Trailblazers in B2B Marketing | Powered by Pardot magazine. She is also a Marketo Certified Expert and cosigned by Jill Rowley, the greatest sales professional of all time. 🐐

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