So now retail is all about the experience? Just what the heck does that mean?

L'Occitane new experiential retail concept store in New York I keep reading that success in retail today is all about the experience. Some retail influencers whom I cross paths with on the conference circuit often anchor their talks on some variation of customer experience being "the new black." Whether I'm working with clients or fielding questions at one … Continue reading So now retail is all about the experience? Just what the heck does that mean?

Will Story help Macy’s launch an exciting new chapter?

Macy's just launched Story concept shops in 36 stores across the United States. The new "narrative-driven retail experience" occupies about 1,500 square feet in most stores. The move comes less than a year after Macy's acquired the Story brand and made its founder, Rachel Shechtman, its brand experience officer. This is the latest step in Macy's attempts to become more … Continue reading Will Story help Macy’s launch an exciting new chapter?

Retail’s ‘halo effect’: New stores boost a brand’s website traffic by 37%, study finds

One of the recurring themes in my consulting, writing and speaking is that the distinction between online and physical shopping is increasingly a distinction without a difference. The key for most brands is to deploy a well harmonized, one brand, many channels strategy and to embrace the blur. Central to this notion is realizing that a physical … Continue reading Retail’s ‘halo effect’: New stores boost a brand’s website traffic by 37%, study finds

Will Macy’s ignite a new era of legacy retailer innovation?

The moderate department store sector has been struggling for some two decades; first losing share to category killers and discount mass merchants, then to off-price retailers and now, increasingly, to Amazon. Since 2008, department stores' share of total retail has sunk from 2.8% to about 1.7%. Over 1,000 stores have been shuttered during the past … Continue reading Will Macy’s ignite a new era of legacy retailer innovation?

Macy’s acquires Story: Game changer or much ado about nothing?

Last week Macy's announced it had acquired Story, a New York-based concept store, and appointed founder Rachel Shechtman to be its new "brand experience officer." And, for the most part, enthusiastic gushing ensued. Let's simmer down, people. As I regularly write and speak on retailers' need to innovate and embrace a culture of experimentation, I would be a complete hypocrite if … Continue reading Macy’s acquires Story: Game changer or much ado about nothing?