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Debbie Hauss

Editor-in-Chief
Retail TouchPoints

First, retailers need to get it right when it comes to delivering a mobile app that is easy to use and effective. If consumers get frustrated when they are trying to search for a product or complete a purchase, they will abandon the mobile experience. Second, the mobile loyalty...

Holacracy seems to be creating some tension within the organization and motivating employees to take the $2,000 and run. And Tony Hsieh has acknowledged that the system is not catching on fast enough within the organization. I think the concept has some potential but will have to be tweaked...

When it comes to mobile, ease, relevance and simplicity are key, as Nikki points out. Shoppers don't want to have to sift through irrelevant noise on their mobile devices before finding what they are looking for. They will be less patient on their mobile devices vs. their PCs, so...

First they need to be able to provide store associates and managers with real-time shopper data, then be sure the store employees are trained and motivated to interact with shoppers as brand advocates. The hurdles run the gamut from technical (budgeting and implementing the technologies needed to deliver an...

I think on some level it does sound robotic if it is repeated over and over and does not sound sincere. Maybe Walgreens should provide a list of 10 to 20 different accepted phrases their associates could use—something they might feel more comfortable with.

This also reminds me a bit...

Nordstrom has made smart technology investments that have delivered results over the years and I think the most recent investment plans will pay off for the brand. To keep up, as the Fortune article points out, Macy's and Neiman Marcus also are planning to up the ante when it...

I think that would be just great for employees. I am sure there will be some glitches, but overall it will help to make employees happier in their jobs and more motivated to be brand advocates. That's the end goal, right?

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Amping up loyalty programs is a smart focus for retailers as long as they keep their target customers in mind. As competition increases from retailers such as Wegmans and Trader Joe's, Whole Foods is wise to look at strengthening its brand relationship with shoppers. New ideas such as cooking...

Unless it's someone you already know it's probably best to avoid hugging and kissing in the store between store associate and customer. I actually had an uncomfortable moment at a trade show when a new company PR rep hugged me on first meeting. It was awkward and yes, unprofessional.

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The focus on omni-channel fulfillment is driving many retailers' strategies in 2015. Most retailers have realized the importance of being able to deliver the right products at the right time via the consumers' delivery channel of choice. To that end, retail organizations are beefing up their fulfillment capabilities, which...

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