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Phil Rubin

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rDialogue

The ByeBuy model is already employed by the wireless carriers as a way to move away from equipment subsidization, and they are pushing these plans (e.g., Verizon Edge) pretty aggressively.

Other great examples include SurfAir (access to air travel), Exclusive Resorts and Inspirato (vacation properties) and ElevenJames (luxury watches). Of...

CVS is doing a lot of things right and this is an extension of their leadership and decision-making. At the same time, when companies set up separate innovation labs doesn't it validate the bureaucratic nature of their legacy organizations?

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Sadly, it is the obvious thing to do, and at least something positive has come from what happened last week in Charleston.

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There are some fundamental realities as to why mobile loyalty programs aren't more successful.

First, loyalty programs aren't mobile by themselves. They need to be wherever the customer experience is, and while that includes mobile, for retailers it's not mobile first (today).

As one example, we are working in a category...

Such interesting and varied comments! It's wonderful to hear comments appreciating the idea of brands and merchants being loyal to customers versus (first) expecting the other way around.

Relevance, even slightly more relevance, isn't an insurmountable challenge. It starts with leadership — sorely missing from a majority of (legacy) retailers — that...

In a word: trust. Retailers have so mismanaged the use of their customer data that the customers are inherently mistrusting of them. With trust comes permission but before there is trust it must be earned by the retailer.

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Gap and most of its businesses, perhaps save Old Navy, are struggling for relevance, in an area of retail that itself is struggling.

Technology alone doesn't solve its problems, which start at a brand level and carry through to its merchandise, merchandising and transcend a wide range of offerings, none...

Amazon has always been and still is a game-changer. Why would I even walk across the street to Target when I can order from Amazon and just have something delivered within a nearly flawless customer experience?

While Amazon won't win in all categories, depending on what business you're in as...

Are retail customer experiences—even for "premium products"—so good that they can't easily be supplanted and surpassed by a vending machine? Of course not—vending machines are analogous to online chat for customer service versus sitting in a hold queue to talk with someone in a(n) (offshore) call center!

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It's not the smartphones that are limited but rather the imagination of retailers and their corresponding investment in creating a better experience for their customers. Customers are ahead of the traditional physical retailers and will continue to be so.

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