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?
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
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. 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
The Hippocratic Oath states that the most important thing in treating a patient is to be sure that you do no harm. That's probably a very sound medical practice, but as a business strategy it does far more damage than good. If you are going to move from being a product or channel centric enterprise to … Continue reading First, do some harm