I Want It Now
We have been reporting about the customer service experience for years – following the arc of the neighborhood store in the 50s where everyone knows your name to the AI-infused tech age of drone delivery where, when and how our […]
Throwing Rocks Over the Shopping Mall Fence
It\’s hard to sit on the sidelines and read the dialogue about Hudson Yards and the recent Wall Street Journal story about declining traffic to the American Mall. I am delighted that the prescriptive solution of \”adding to the experience\”
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TJX: Next Move to Total Dominance
Four years later, I still say, \”The TJX business model is not easily copied.\” In fact, one could make the case that the specific differentiators and advantages that have been crafted into its DNA cannot be duplicated, period. With the
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Target’s New Business Model is Still a Work in Progress
No retail segment is more competitive than the mass segment, where retailers sell many of the same SKUs and must therefore compete based on differentiated consumer perceptions of value, access, convenience and customer experience. In 2016, the Target Corporation —
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How Artificial Intelligence is Changing Retail, Culture, and Everything
Shoptalk and South by Southwest ran consecutively this year. In spending time at both, certain correlations stood out. The implementation of artificial intelligence in retail was examined in detail at Shoptalk, whereas its role in our overall economic activity and
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Speeding Up on the Information Superhighway
Do you remember the term \”information superhighway?\” In the early to late 1990s it was the go-to expression used by every journalist, techno-geek and politician to explain the speed at which data was transmitted over the web. However, the high-speed
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The Store of The Future Is Like Pornography. You’ll Know It When You See It.
The Store of the Future Should Never Be About Buzzwords Take, for example, this introduction to a piece I came across regarding the future of store design in one of my favorite daily retail roundups, Retail Dive: What does experiential
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FlexState: Thriving in the Age of Disruption
In a world of increasing algorithm-driven precision, instability is still ironically, or perhaps understandably, a persistent form of normal. It seems that shocks to the system, outliers and inherent human fear of change are triggering wild swings across the board.
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Intel’s Open Retail Initiative: A Catalyst to Future Success
I\’d like to think of my role in the retail industry as an advocate and messenger, supporting the transformation and advancement of the industry by sharing strategic insights. My ability to do this is staying on top of emerging trends
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Michelle Gass: Kohl’s Chief “Daredevil”
A little over a year ago, I wrote an article, \”Kudos to Kohl\’s CEO Kevin Mansell – Greatness Agenda Kicks In\”. It was entitled rightfully so, as Kohl\’s Chief Mansell deserved kudos for leading his teams to successfully implement the
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