Connect the dots

In a world where there are relatively few choices and researching shopping options is difficult and time-consuming, a lot of friction stands between the consumer and the retailer. When collecting and sorting through all the relevant information to find the best fit product or service--connecting the dots to make a good decision--takes so much effort, … Continue reading Connect the dots

“Channel Agnostic”: The Pathway To Customer-Centricity

Having spent the past ten years or so driving customer-centric growth and marketing strategies at places like Neiman Marcus, Sears and Lands' End, I used to say there were two types of retailers: those that embraced an integrated multi-channel model and those that operated in multiple channels, but treated the channels as largely independent entities. … Continue reading “Channel Agnostic”: The Pathway To Customer-Centricity