E-Commerce May Be ‘Only’ 10% Of Retail, But That Doesn’t Tell The Whole Story

It seems as if those who spend a lot of time worrying about the future of retail have fallen into one of two camps. There are the “retail apocalypse” proselytizers who would have us believe that virtually all shopping will eventually be done online, that most brick-and-mortar stores are doomed and that anyone who says otherwise … Continue reading E-Commerce May Be ‘Only’ 10% Of Retail, But That Doesn’t Tell The Whole Story

Slow motion crises

In the world of retail it's pretty rare that brands get into trouble over night--much less over a matter of months or even years. What will turn out to be the deathblow for Sears started with Walmart in the 1980's, and was followed by Home Depot, Lowes and Best Buy chipping away at Sears core … Continue reading Slow motion crises

The upside of denial

Is there any? If your experience is anything like mine, you know how seductive denial can be. Denial is the temptress that helps us avoid pain. Denial keeps us in our comfort zone like a warm bath at the end of a long day. Denial creates the sense that defending the status quo is working … Continue reading The upside of denial

Overestimating loyalty

Let's get a few things straight. Just because someone is a member of your loyalty program doesn't make them loyal. Just because a customer takes advantage of loyalty program discounts or redeems reward points doesn't mean they are loyal either. Just because your brand is a consumer's preferred choice is not a reliable indicator of … Continue reading Overestimating loyalty

The problem with saying “no”

During the past 25 years Sears had at least three opportunities to transform itself by entering the home improvement warehouse business (I worked on two of them). This was probably the only way Sears was going to ultimately survive and unlock the value of its franchise Kenmore and Craftsman brands. Each time the answer was "no." … Continue reading The problem with saying “no”