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Experience

A Linear Path to Purchase Is an Illusion

We’ve all been told a consumer’s path to purchase proceeds in a straight line: awareness, familiarity, consideration, purchase … and if done right, it leads ...
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How to Meet the Demands of the 2021 Gen Z Shopper

Buzzfeed has a fun quiz that lets people know if they\’re a millennial or Gen Z based on the clothes they like. Bucket hat? Gen ...
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Is Makeup Dead?

Recently I received an email about Becca Cosmetics’ upcoming makeup launches, and I immediately emailed the brand publicist back: “I’m confused,” I wrote. “I thought ...
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The WOW! Customer Experience

How can pandemic-crushed specialty retailers that were too slow or ineffective ramping up their e-commerce capabilities come back from the brink? Don’t look to Amazon, ...
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Nordstrom’s New Game Plan

I’m commenting on Nordstrom’s latest strategic moves: their brick-and-mortar localization and online positioning, the “Closer to You” program and their concession strategy. However, before I ...
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Let Them Eat Cake: Luxury Spend Is Up Among Next-Gens

Next-gens may fear economic uncertainty, but that’s not stopping them from making high ticket purchases. HighSnobiety reports that, by 2026, millennials and Gen Z will ...
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RH Builds Out its Horizons

Remember when Restoration Hardware was the quirky DIY-fixer’s catalog for people restoring Victorian houses? It’s come a long way from its home-spun roots back in ...
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Welcome to the Era of Conscientious Luxury

The seemingly insulated luxury market has never experienced a year like 2020 when personal luxury goods sales dropped $78 billion from 2019 – a 23 ...
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