Being Remarkable · Customer Growth Strategy · Omni-channel · Retail · Share of attention

The store closing panacea

There has been a strong and growing narrative that the single smartest thing a struggling retailer can do is to close stores and, in some cases, a lot of them. I first touched on this nearly three years ago in my post "Shrinking to prosperity: The store closing delusion." There is no question that, in… Continue reading The store closing panacea

Customer-centric · Digital · Frictionless commerce · Innovation · Omni-channel · Retail · Share of attention · Winning on Experience

My top blog posts of 2016

As has become an annual tradition--and despite my nearly six month hiatus--I present my most popular blog posts from this year.  I am the captain now  A few inconvenient truths about e-commerce  Sears: The one thing that could have saved them  Quitting is underrated  Umm, so why aren't your sales better?  Pure play e-commerce's fantastic… Continue reading My top blog posts of 2016

Being Remarkable · Customer Growth Strategy · Engagement · Omni-channel · Retail · Share of attention

Coffee is for closers

Coffee may be for closers, but that's about all the rewarding we should do. The relentless focus on transactions, conversion rates and closing statistics is well past its expiration date. Sure you could get married on a first date, but I'll wager that's not the best idea. Today the shift must be toward building relationships--and that… Continue reading Coffee is for closers

Being Remarkable · Customer Growth Strategy · Customer-centric · Omni-channel · Retail · Share of attention · Strategy · Uncategorized

Retail’s big reset

It's been happening for a few years now, but the pace is accelerating. Retailers waking up to the reality of a slow or no growth world. Retailers beginning to understand that if you don't garner share of attention, you have little or no shot at share of wallet. Retailers starting to comprehend that it's not about… Continue reading Retail’s big reset

CRM · Customer Growth Strategy · Customer Insight · Personalization · Share of attention · Uncategorized

This time it’s personal

A book that I read more than 20 years ago fundamentally changed my perspective on business overall and marketing in particular. Peppers and Rodgers "The One to One Future" embedded in my psyche the notion that knowing more about your customer than your competition was a critical component of competitive advantage. And before long "treat different… Continue reading This time it’s personal

Brand Marketing · Marketing · Me-tail · Personalization · Retail · Share of attention · We-tail

I am the captain now 

For a long time brands had the upper hand. The purchase funnel was relatively straight-forward. Media channels were few and generally well controlled. The consumer's access to product and pricing information was limited. Distribution channels were highly disciplined. Communication was largely one-way. Marketing plans were often drawn up just once year and any changes required… Continue reading I am the captain now 

Being Remarkable · Customer Insight · Share of attention

You picked a really bad time to be stupid

Last year I wrote a post entitled You picked a really bad time to be boring, the fundamental premise of which was that in a slow growth, highly competitive, ever noisier world, for our marketing to get noticed--much less acted upon--we had better go beyond average. We need to be truly remarkable. Now I will… Continue reading You picked a really bad time to be stupid

Being Remarkable · Brand Marketing · Digital · Share of attention

The new retail ecosystem: NRF edition 

For quite some time, we've thought about stores, catalogs and the internet as distinct shopping entities. Today the blended channel is the only channel. For quite some time, we've run our retail businesses as a loose affiliation of vertical departments and systems. Today we see that brands are horizontal and that silos belong on farms.… Continue reading The new retail ecosystem: NRF edition 

Digital · Frictionless commerce · Mobile · Retail · Share of attention · Winning on Experience

Retail’s new front door

In a "brick & mortar first" world, retailer's embraced the old adage: location, location, location. Once the site was determined, a lot of time and money went into the design of the store--with a particular emphasis on making it as strong a magnet for consumer traffic as budget and inspiration would allow. Then the visual… Continue reading Retail’s new front door

Being Remarkable · Brand Marketing · Marketing · Me-tail · Share of attention

Everyone, anyone and the cluster of someones

It seems perfectly okay to hope that everyone and anyone would agree that compassion and fairness are essential values to espouse. Just about everyone and anyone might even be a sensible target market for Amazon or Walmart. For the rest of us, that way of thinking is certain to drive us into a ditch. As… Continue reading Everyone, anyone and the cluster of someones