Shopper Insights

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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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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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highway

  Omnichannel. Omnichannel. Omnichannel. It’s the buzzword of the retail industry right now. But one woman, Andrea Weiss, co-founder of The O Alliance, says we should “stop thinking about omnichannel, and think about circular commerce.” That quote comes from this article. The author goes on to say she was “referencing the idea that each channel should feed into one another versus operate as separate silos and that...

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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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vinyl

During an earnings season of mostly dismal retail results, including dramatic changes from stalwarts such as Ralph Lauren, Ulta Salon stands out as one of the best performing companies across any sector.  Stock market commentator Jim Cramer attributes Ulta's ability to thrive and buck the trend to a deeper than usual understanding of their customers, that has allowed them to navigate a disruptive shopping landscape.  Cramer...

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humantalk

The following statement should not surprise anyone: Most advertising is not remembered. Most advertising is just noise because “[the] overwhelming majority of the ads that are run are not the least bit relevant to any one of us.” That quote is from this blog post by Steven P. Dennis, a consultant, speaker and writer on retail innovation, omni-channel strategy and marketing personalization. He goes on to say: “The...

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Tesco, the large British retailer, recently announced one of the largest losses in British corporate history recently.  Much of the loss was attributable to property write downs as a result of a recognition of changing consumer shopping habits the retailer had failed to adapt to in recent years.  The company has new leadership which is orchestrating a turnaround. Donal MacDaid, in Talking Retail, summarized the key...

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hot air balloons

I found this article, which is titled, “Five Great Examples of Creative Commerce.” The five examples are as follows: NIKEiD: Nike’s shoe customization tool. You start with a base shoe and customize the colors to your liking. Build-a-Bear Workshop: Every Build-a-Bear store is a workshop where you can customize your own teddy bear. BlendBee: BlendBee’s website allows you to blend a custom mix of teas...

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market

The great buzzword in retail is – and I probably don’t even have to say it – omnichannel. It’s an important investment for most retailers due to the fact that mobile commerce and ecommerce sales are a huge and growing part of overall retail sales. However, not all retailers are investing heavily in omnichannel. Finish Line is instead investing in its physical stores. That information is...

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partner office

There is a plethora of channels retailers can sell through today: mobile, social media, web, email, in-person, etc.  But one channel is generally overlooked: partners. Although the above is not a direct quote, that information comes from this article from Customer Think. When the author of the article refers to “Partners,” she is referring to “resellers, distributors, franchisees, licensees, etc.” Any person who attempts to sell your...

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