PROFILE

Charles Dimov

Director of Marketing, OrderDynamics
Charles Dimov is Director of Marketing at OrderDynamics. Charles has 21+ years experience in Marketing, Sales and Management across various IT and Technology businesses. Previous roles include Chief of Staff, Director Product Marketing, and Director Sales. Charles has held roles in brand name firms like IBM, Ericsson, HP, ADP, and OrderDynamics.

To learn more, visit: www.OrderDynamics.com
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  • Posted on: 12/18/2017

    Are smart homes smart enough to foil package thieves?

    Smart locks or smart mailboxes seem like good deterrents. Smart cameras are definitely a good idea, but easily foiled (by criminals wearing a hoodie and covering their face).It seems like yet another good reason for omnichannel retailing practices. In-store pickup, in-store pickup lockers, postal outlet pickups or partner firm BOPIS arrangements will give both the retailer and consumer the greatest peace of mind for this holiday season.
  • Posted on: 12/15/2017

    Is real-time processing a must-have for retailers?

    Bob, I completely agree with you that for most retailers, rip-and-replace is a terrible option. This is often the pitch from a vendor which has a suite they want the retailer to purchase into. The problem is that like a chain, the suite is only as good as its weakest link... which could land you right back where you started, with a system that isn't really performing very well.Regardless of the retail application, ERP, POS, OMS, WMS, retailers should select best-in-class focused technologies that do a particular job exceptionally well. Then they should make sure that the technology can do real-time processing, and does a brilliant job at interconnecting and integrating with the systems they need. Frankly, today's API technologies (look for this), and microservice communication systems (middleware), do an excellent job of quickly tying these best-in-class technologies together seamlessly.If any vendor suggests a rip-and-replace strategy, or that their suite of pre-integrated solutions fulfills all your needs -- thank them politely, then look for another vendor. Think too about a trusted consultant or systems integrator.
  • Posted on: 12/14/2017

    Target to make same-day delivery push with Shipt acquisition

    It is interesting to see so much acquisition of innovative shipment providers happening in the retail space. We seem to be coming back to a vertical integration phase in retail (where individual large retailers are trying to do it all). In that respect, the question is, will it stick?For consumers this is a bonus. Target is definitely doing the right thing by offering customers yet another option for their shopping and fulfillment. From that perspective, it is a good move to make Target an even more attractive go-to destination for a shopper's wants and needs.Time will tell whether the vertical integration plays are here for the long term.
  • Posted on: 12/13/2017

    Will late deliveries mess up Christmas?

    Black Friday was a resounding success. The economy, jobs and stock market are all healthy. All indicators point to a continued strong retail sales holiday season. It is a GOLDEN opportunity for retailers who already have in-store pickup operating. In fact, this needs to get advertised more heavily ... you can have the gift delivered, or you can pick it up directly. It seems like this could be the season for omnichannel success!
  • Posted on: 12/12/2017

    Will meal kits be a hit on Walmart’s virtual shelves?

    From a business perspective it is smarter to get into this new space through third-party relationships than to try to start doing meal kits themselves. Get the business rolling with third parties. Test the market to see what works. Then if and when the meal kit market grows on people and becomes established, start seeding in Walmart's own meal kit. They should ultimately only develop their own after it has proven to be successful. This is the low-risk maneuver that lets Walmart adapt to the market need rather than picking a direction that might not be aligned to customer desires.
  • Posted on: 12/11/2017

    Will last-minute pickup payoff for Walmart?

    In-store pickup isn't a holiday driver -- its a holiday saver! That is, for holiday shopping procrastinators like me. .. I love the idea that I can count on Walmart and several other retail brands for in-store pickup. Online the shopper secures the item (it's always a pain to have the last product snatched before you get there), and the store has it ready within a few hours for pickup on the way home, or while doing errands.The best part is that when a shopper is already at high anxiety levels (with more items for their shopping list), the retail brands that save them the aggravation will be remembered in a very positive light. Good for loyalty, perhaps?Brilliant move on Target's part too; "Target claims that 95 percent of online orders are ready for pickup at a store within one hour." Too many retailer still have pickup availability within three to seven days in their terms and conditions. That's just crazy. Target's got the right idea here -- a best practice, in fact.
  • Posted on: 12/08/2017

    Get ready – there are still three shopping holidays left before Christmas

    More shopping "holidays" are great for getting us stragglers into the game. It is always a concerning balancing act to think through whether you want to be known as the retail brand that is always on sale, but it's good to drum up these new-ish days as other retail notables with consumers. Green Monday is catchy -- but maybe it should have an "environmental impact day" focus. As in, buy online BUT pick it up in-store for yourself -- saving on delivery (emissions) and the extra packaging. Anyone with me?
  • Posted on: 12/07/2017

    Will shoppers pay services to do returns for them?

    "Returns" is the most hated word in retail. Nobody likes them, but they are a key and important part of the sales cycle. Making returns as easy, clear and hassle-free for customers as possible makes it much more likely that they will buy a product from your retail brand. Get it wrong and they just won't buy from you. What this service does is give shoppers even more options, making the return easier and quicker than ever before.For retailers, this new option means they will not necessarily get the benefit of having the shopper buy another product when making that return (happens about 67 percent of the time). However, it makes the decision to buy from your retail store an easier choice for your customers. That is a good thing.Is it good for the consumer? YES -- without a doubt, more options are better than fewer. It is not about in-store returns being a difficult process. Generally they are not complicated. But check out the returns line directly after Christmas, or when the holiday period is over in January.As a great example, I personally love Costco. But due to the long lineups, trying to process a return on a weekend simply scares me. Giving consumers more options like ReturnRunners is good for retailers' brands.
  • Posted on: 12/06/2017

    Will mobile move the needle for J. Crew – this holiday and beyond?

    If J.Crew is going to jump into mobile big-time, they need to improve on some of the basics, then get their omnichannel play into gear (including online, in-store, social, mobile, voice ... ). Check out their website today. They have BOPIS already active (ahead of 71 percent of the U.S. market). BUT you wouldn't know it from going to their main page. You only find out about it at the last step of placing an order. J.Crew is a great company and fantastic retail brand. With a bit of tweaking, they could easily improve the shopper's journey and bring in more sales today. If they don't get these steps right today, then just trying mobile and social may not fix the problem. Make it all seamless and tell your shoppers about it. That's the only way to build retail loyalty with your customers. Start with the low-hanging fruit ...
  • Posted on: 12/05/2017

    Subscription services are moving beyond just being surprise boxes

    Data-crunching and supporting with content/community engagement is the ONLY way to make retail subscription services work well. Naturally, data-crunching is all about testing out similarities and stats between customers and groups. Running the stats well and bringing in adaptive algorithms to send customers what others who shared their preferences liked means greater customer satisfaction and lower returns. Equally important is the psychological factor. Don't forget that adding a little note telling the subscriber that 60 percent of other customers like them found this product matched their wardrobe well gives them a social signal that can increase sales (items kept).Subscriptions can be a great way to build and intensify customer loyalty.
  • Posted on: 12/04/2017

    Does Everlane need to open stores?

    Going physical has many benefits. Physical and online stores can feed each other, build momentum and work in unison. For a customer new to the line, there are anxieties about their sizing, quality of material, feel, fit, material texture and ultimately how it looks on me the shopper. This is easily overcome in a physical store. For the next purchase, once the shopper knows more about your firm, they are more comfortable increasing their purchase frequency and sizes.Plus, going omnichannel also means you gain the advantages of in-store pickup (where customers buy more products), the associate's human touch and opinion (upsell opportunities) and better returns. Shoppers prefer to return items in-store.Good for Everlane for swallowing their pride and trying omnichannel out for the first time. Welcome!
  • Posted on: 12/01/2017

    Will click & collect finally compel retailers to remodel stores?

    I agree with you Mark. We just published that retailers on the OrderDynamics OMS (providing in-store pickup capabilities), experienced an astounding 41.9 percent growth in order volumes compared to the 2016 Black Friday through Cyber Monday period. That basically means that customers in North America have caught on to omnichannel/in-store pickup ... and aren't going back. Getting our stores, layout, setups and processes ready (not to mention tech) needs to be a priority to capitalize on this as a positive trend.
  • Posted on: 11/29/2017

    Tech tries to end the annoying search for mall parking spots

    It's best to roll out the premium paid parking spaces near the mall entrances. When you are in a hurry (think December 23rd at noon), this could be wildly popular among procrastinators like me. At that point, a few dollars is worth the time/aggravation it saves.Great idea on the green/red/blue signs too. These ideas are important to make the buying journey as pleasant as possible for shoppers. Encourage them to come back!
  • Posted on: 11/28/2017

    Encouraging signs for department stores as holiday season kicks off

    Black Friday seems to have been a success for most retailers. It's a breath of relief, given the doom and gloom of early 2017. The economy is bounding forward, and retailers are starting to promote BOPIS at a growing pace (see Kohl's). All told, yes, I expect this holiday season to be a success and an improvement over 2016.Overall, my bets are on omnichannel retailing. As we approach Dec 24th, I think the value of a BOPIS order pickup will rise exponentially. The chains with in-store pickup services will win the sales, and the hearts/loyalty, of those shoppers who find themselves in a bind on Dec 22nd, 23rd and the 24th at noon.
  • Posted on: 11/27/2017

    Did Macy’s Black Friday credit card fail cost it the holidays?

    Wow -- what a nightmare. Black Friday is such a crucial day for all retailers ... this is just disastrous. This capacity problem emphasized the point that all retailers need ask their technology vendors tough questions about the load and scalability of their systems. From the comments about their inability to verify availability -- this speaks to the order management system (OMS/DOM). It means more than one of their systems were challenged.Frankly, Macy's did not handle this crisis well. In-store staff should have communicated this to all shoppers, with rain-checks offered (come back later/tomorrow and we will honor the Black Friday price on your items). This is difficult to do in the frenzy of the moment -- but it is the right thing to do to make the best of a very difficult situation.In a year of tough retail data, Macy's did not need this. Again, it goes back to my initial point. Retailers need to scrutinize their tech vendors much more aggressively. Ask the difficult questions!

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