So we’re all gorilla behaviorists now?

My guess is you've heard about Harambe, the gorilla at the Cincinnati Zoo who was killed in an effort to save a child that had managed to get into his habitat. This tragic story has led to a firestorm of criticism heaped upon the zoo for alleged poor facility design and intense shaming of--and an … Continue reading So we’re all gorilla behaviorists now?

When the last 15 years happens to you

If you are in retail, the last 15 years or so have brought enormous change. Let me call out a few profound shifts: Winning business model bifurcation: Price and dominant assortments at one end (Wal-mart, Amazon); remarkable experience and assortment curation/product differentiation on the other (Nordstrom, Louis Vuitton). The result is death in the middle. … Continue reading When the last 15 years happens to you

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 … Continue reading The blended channel is the only channel

Brands are horizontal

Brands are horizontal. Most companies are stuck in their verticality. Customers don't care that you have a "stores" division and a ".com" division with separate P & L's and bonus targets and buyers. They want to buy how they want, when they want. Customers don't care that one department handles your social media, another worries … Continue reading Brands are horizontal