Author: Team

According to this infographic posted by RetailNext, “Only 49% of consumers feel they receive a consistent experience across retail channels.” But, a consistent shopping experience across all retail channels is what shoppers want. Unfortunately, when retailers hear the words “omnichannel retail” they seem to believe that they need to create different experiences at different channels. This is the opposite of what they should do. Instead, shoppers want a consistent...

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According to this article, a panel at the Retail Business Technology Expo (RBTE) “likened omnichannel to the early stages of internet connectivity after claiming retailers struggle with the more complex aspects of offering an omnichannel experience, such as personalization, seamless payments and single customer journeys.” Offer personalization by removing silos Many retailers assume each of their retail channels should operate differently. And if they don’t assume each...

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In a recent Harvard Biz article, Peter Merholz relates the trend at checkout toward Square and the Apple Store-type experiences to farmers' markets and food trucks.  Consumers want to tear down the barriers between the shopper and the merchant.  They want the farmers market, not the supermarket.  They want the food truck, not the restaurant, and at checkout, they'd rather remove the big clunky cash register in...

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Four out of five retailers attribute almost 50% of their sales to baby boomers.1 But, this is soon to change as 80 million Millennials are entering their peak consumption years. That’s according to this report put together by Synchrony Financial. In it, they share their findings about Millennial and Baby Boomer shopping habits and strategies on how to win over Millennials without losing Baby Boomers. In...

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Managing your consumer experience journey must be one of, if not the core tenet of your strategy as a retail marketer. It is no longer acceptable to to be reactive to the journey your customer takes to learn about, and hopefully buy, your product. As a retail marketer, you must be proactive about shaping the consumers’ path to purchase. How do you shape a consumers’ path...

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According to this article posted on CMO.com, there are four ways big brands can innovate and compete like mobile startups. Those four are: Leverage innovation in your existing products and services Prepare your enterprise to take action Secure C-level sponsorship and funding Connect everything to the customer relationship We will just talk about the fourth one, because that’s most important to us. The author of this article goes deeper into each...

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The author of this article by Momentology wrote, “70% of consumers want more personalized shopping experiences,” and they “are willing to divulge a little data if it means making their lives easier.” With this information in hand, we recommend marketers ask themselves one question: How can we deliver a personalized shopping experience at scale? Fortunately, this article by the Harvard Business Review offers a solution: “[The] best...

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We all know the forces of the past decade - search, social, mobile, Amazon - are changing every industry.  But consumer-facing commerce has been at the tip of the spear, as empowered consumers are now in the driver's seat and forcing brands and service providers to change quickly and dramatically to keep up.  Forrester research calls this era the "Age of the Customer", and encourages...

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Ninety percent of all sentiment on social media around loyalty programs is negative, according to a recent CapGemini study.   Combine that reality with the fact that most households are in 15+ legacy loyalty programs already and the tectonic shifts in how consumers are shopping and purchasing today, and it's clear every company must rethink customer loyalty. The first place to start is the idea that only...

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He's one of the great retailers of the past three decades, so let's learn from Mickey Drexler. Drexler's had one of the great retail careers.  Successful at many large brands - Bloomingdales, the Gap, and now transforming J Crew into a retail juggernaut.  Several publications have catalogued his many attributes that contributed to a long career with this much success, but one in particular relates to his love...

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