Back in the day—and we mean the mythical, halcyon days of small-town America— shopkeepers were among the core, central figures in a community. Their prestige came from their well-recognized knowledge of the truths surrounding any given family. The shopkeeper knew […]
Understanding Omnichannel Shoppers Through Receipt Mining Read More »
Over the past few years, Voice of the Customer (VoC) programs have become an established path for retailers to deliver enhanced customer experiences, engage employees and drive business change. A June 2014 report by Forrester Research, “What Drives Profitable Customer
7 Secrets of \”Voice of the Customer\” Success in Retail Read More »
For the better part of 150 years, the art and science of retail has evolved slowly. In an era when brick-and mortar stores controlled a stable shopping experience, there were occasional flashes of innovation, but mostly a slow, steady cultural
Retail\’s Learning Pipeline: From Clicks to Bricks and Back Again Read More »
Why do Retail Company Boards of Directors Appoint Dysfunctional CEOS — Then Fail to Recognize Their Error Before It’s Too Late? All publicly held companies have a board of directors whose principal role is to act as a fiduciary on
Charade is a nice way of describing what I believe to be the biggest issue in mainstream retailing today. The charade? “Spinmeistering,” including many of the top executives across all retail sectors — Nordstrom’s, HBC, (Saks Off Fifth and Lord
The Great Retail Charade – Diving Into an Economic Black Hole Read More »
Macy’s recently licensed 300-square-foot shops to Best Buy in 10 of its stores as a test. This is just one more example of how savvy retailers envision the future retail business model. The future model, using Macy’s as an example,
Macy’s, Best Buy and Others Read More »
Apparel brands know international expansion is a necessity. But despite its importance, it’s often mishandled as companies chase quarterly earnings targets and race for market share. Too often, apparel brands expand too quickly without a clear retail expansion strategy that
A Playbook for International Expansion Read More »
There’s a lot of buzz these days about new CMO imperatives around customer experience, and it’s often spoken in the same breath with age-old priorities such as branding. I am struck by this last-century disconnect, still all too prevalent in
The Changing Roles of Retail CMOs and Their 5 New Imperatives Read More »
Terry Lundgren, CEO of Macy’s, borrowed this quote during his opening remarks at the University of Arizona Global Retailing Conference in Tucson back in April, attributing it to NYU-Stern Marketing Professor Scott Galloway, who also happens to be one of
Stores Are the New Black Read More »
By now, you\’ve heard the news that Target is launching new smaller stores under the CityTargets name. Likewise, Walmart continues to introduce smaller-scale stores as it seeks to expand into urban locales. Big-box retailer Best Buy is focused on its
Small Is the Next Big Story in Retail Read More »
