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Mark Heckman

Principal
Mark Heckman Consulting

Many shopping apps have created a nice list of basic questions for app users to answer. This information provides the shopper profile data needed to begin a relationship. From there it is all about being in a position to learn from how the shopper utilizes the app, what they...

Customer satisfaction and "shopper happiness" is vital for brick-and-mortar retailers to compete successfully with the ever-improving shopper-assisted experience most e-commerce sites now offer.

However a simple four-choice option (smiley faces) may create more questions about service environments than answers. If customer IDs could be used in tandem with a simple...

We were providing this service at Marsh Supermarkets 20 years ago with some success. As it was then and as it is now, the business model and the pathway to "stand alone" profitability is still very much the concern of the retailer.

While some retailers are willing to take the...

J.C. Penney is a brand on the mend, but making a comeback in a dynamic retail environment, where both physical stores and online options are changing and adapting to the shopper, makes Mr. Ellison's job that much more difficult.

With his operational expertise, he should be able to author improvements...

I would keep brick-and-mortar stores closed on Thanksgiving for all the reasons others have stated. I would exclusively use e-commerce as a means to engage shoppers on Thanksgiving Eve. Pre-ordering hot items, special deals and time-sensitive sales would be a nice distraction from overeating and watching the Detroit Lions...

Walmart has been focused on leveraging their unique scale with banking and medical services for some years now. In my mind, more competition keeps the banking industry competitive, whereas we know in the past they have not always been.

Further, along with Apple and Google, other retailers are forming coalitions...

Ask Apple's Ron Johnson, who tried to convert J.C. Penney to an EDLP environment from the traditional hi-lo promotions in the apparel industry, if transitioning abruptly away from an existing promotional position is advisable.

While not impossible to make such a transition, it must be done iteratively and with plenty...

Having a retailer as an "active" beta test partner for new technology is smart on many fronts. However, retailers are currently being besieged by such opportunities and must be very selective about who they partner with and what they venture into. In any retail channel there are those chains...

Getting a consumer to switch from credit to debit and give up their points, air miles, cash back rewards, etc. will not be an easy task. Retailers who want to reduce credit card interchange fee transactions in favor of CurrentC will need to reinvest some of their new found...

While working for a smaller or larger retailer can be a personal decision, based upon the employee's preferences, in general I believe the larger stores and chains are in a much better position to provide the employee with advancement opportunity, exposure to retail technology and higher wage rates than...

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