THE JOURNEY YO REMARKABLE RETAIL

Steve helps organizations understand and respond to retail disruption by creating customer-centric, memorable and profitable growth strategies.

The blended channel is the only channel

For quite some time, various executives and so-called gurus have been going on and on about “multi-channel” this and “multi-channel” that.

In fact, it’s hard to get through a discussion–or speech or consulting report or white paper or blog posting–on multi-channel strategy without buzzwords aplenty.

“Seamless integration.” Check.

“360-degree view of the customer.” Check.

“Consistent communications across channels.” Check.

“Customer-centric approach.” Check.

And so on.

Enough already. It’s time we stop thinking “multi” and start thinking “blended.” Customers don’t think in channels and neither should you.

Customers think about brands and experiences, not about how you happen to be organized or choose to keep score. More and more, consumers move from one medium to the next in a nano-second.

For the customer standing in your store, using their mobile device to check your prices on one site and garner product reviews on another–and then placing an order from your competitor because you don’t compare favorably–the notion of multiple channels seems silly and arcane. They all blend together.

Today the blended channel is the only channel.

Please follow and like us:
This One Goes to 11

This One Goes to 11

"Great brands don't chase customers; customers chase great brands." Gary Friedman, CEO Restoration Hardware If we learned anything during the past couple of decades of digital disruption it should have been this: Even very good is no longer good enough. In a world...

read more
Macy’s Must Learn That Bailing Doesn’t Fix The Hole

Macy’s Must Learn That Bailing Doesn’t Fix The Hole

Earlier this month, as part of a previously disclosed three-year store closure plan, Macy’s announced it would shutter an additional 45 locations this year. Like most of its moderate department store brethren, Macy’s has gone from being a highly productive,...

read more
Learning to Surf

Learning to Surf

There are a few different ways people approach the ocean. Some dive right in. Others inch in slowly, testing the temperature of the water until they feel comfortable to wade in all the way. A few like to stand there and get pummeled by the water’s force. And of course...

read more
logo

"The Store Operations Council enjoyed every minute of Steve Dennis's presentation on retail's future. He always keeps it real and speaks the language of retail experts."

Cathy Hotka

Principal

Cathy Hotka & Associates

logo

"The Store Operations Council enjoyed every minute of Steve Dennis's presentation on retail's future. He always keeps it real and speaks the language of retail experts."

Cathy Hotka

Principal

Cathy Hotka & Associates

4
5
%d bloggers like this: