Customer Experience · Reimagining Retail

For a growing number of retailers, small is the new black

It's hardly news that the retail industry is going through significant contraction of selling space as an uptick in bankruptcies and outright liquidations forces hundreds of locations to close en masse. In addition, dozens of struggling retailers continue to shutter outlets hoping to improve profitability or avoid a similar fate. In fact, there is a… Continue reading For a growing number of retailers, small is the new black

Customer Experience · Omni-channel · Reimagining Retail · Retail

These brands apparently did not get the ‘retail apocalypse’ memo

For a couple of years now pundits, analysts, journalists and various other retail observers have been advancing the "retail apocalypse" narrative. A typical story or opinion piece warns of the "death of the mall,"  points out how "e-commerce is eating the world," and generally suggests that "traditional" retailers are toast. Alas, facts are stubborn things, as I… Continue reading These brands apparently did not get the ‘retail apocalypse’ memo

Customer Experience · Reimagining Retail · Retail

Retail’s new fork in the road: Understanding ‘buying’ vs. ‘shopping’

As I pointed out in my last piece, it is all too easy to be misled by high-level statistics and narratives that paint an incomplete picture of the retail landscape. Similarly, many fail to appreciate the underlying dynamics that (increasingly) separate industry winners from the losers and that which will ultimately determine when online shopping starts to… Continue reading Retail’s new fork in the road: Understanding ‘buying’ vs. ‘shopping’

Being Remarkable · Customer Experience · Customer Growth Strategy · Frictionless commerce · Holiday Sales · Omni-channel · Winning on Experience

Omni-channel’s migration dilemma: Holiday edition

Last year I wrote a post about what I called retail's "omni-channel migration dilemma" wherein I observed that while the deployment of so-called omni-channel strategies--i.e. making it easier for consumers to shop anytime, anywhere, anyway--improves the customer experience immensely, the outcomes for most retailers were, thus far, not quite so wonderful. At the heart of… Continue reading Omni-channel’s migration dilemma: Holiday edition

Amplify · Being Remarkable · Brand Marketing · Customer Experience · Frictionless commerce

The antidote to a tsunami of stuff

We live in a world of expanding choice. A world where--if we are fortunate enough to have the money--almost anything can be purchased from almost anywhere in the world almost anytime we want. With the smart phone as a growing (and often omnipresent) access point, the web provides the portal to nearly infinite information and… Continue reading The antidote to a tsunami of stuff

Being Remarkable · Customer Experience · Customer Growth Strategy · Innovation · Marketing · Omni-channel

Send in the clones

How's this for an idea? Let's sell products that are pretty much identical to everything else that's already out there in the market. And then let's employ advertising that is virtually indistinguishable from our competition. Every week we'll have big sales--and if you're really crafty, you can use our coupons to save even more! Sign-up to… Continue reading Send in the clones

Customer Experience · Customer Insight · Customer-centric · Innovation · Omni-channel

Pretending it’s new

When some leaders wake up to reality, when they slowly start to notice that things are in fact meaningfully different from how they were before, we often witness a self-absorbed, I've just found Jesus and I need to tell you all about it, kind of thing take over. "Consumers who shop multiple channels are more… Continue reading Pretending it’s new

Being Remarkable · Bricks and Mobile · Customer Experience · Customer-centric · Digital · Frictionless commerce · Omni-channel

Digital first retail

Many traditional retailers are already living in a "digital first" world. If your brand isn't quite there yet, it's likely only a matter of time--a short time. Digital first means that even if the customer ultimately buys in a brick & mortar location, their journey starts online. Digital first means that the primary way prospective customers… Continue reading Digital first retail

Brand Marketing · Customer Experience · Customer-centric · Omni-channel

Epic battles of history: customer vs. channel

Because virtually all retailers have historically organized themselves around their sales channels, there is major conflict. Because customer data typically resides in silos, a mighty struggle exists to provide a holistic, customer-centric view. Because systems are not integrated, attempts to provide a seamless customer experience are fraught with friction. Because companies most often employ metrics… Continue reading Epic battles of history: customer vs. channel

Being Remarkable · Customer Experience · Customer Growth Strategy · Multi-channel · Omni-channel · Retail

Small is the new stupid

With e-commerce continuing to grow far faster than brick & mortar sales--and already comprising more than 10% of many brands' total revenues--the implication seems to be that retailers need far fewer stores and that future locations should be considerably smaller. After all, simple math tells us that with shrinking physical store sales, average productivity will decline, thereby… Continue reading Small is the new stupid