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Debbie Hauss

Editor-in-Chief
Retail TouchPoints

Especially during the holiday season it helps to have a longer, more lenient return policy. Gift-givers will have a greater comfort level purchasing a product if they know the recipient will have enough time to return or exchange the item. So yes, I think this study has validity in...

The ability to access products and services on-demand in real time will just continue to fuel consumers' expectations to be able to get what they want now! Retailers should be looking for the right partners to facilitate these experiences, from beacon technology to Uber delivery services. I expect a...

These micro-moments definitely are altering the research and decision-making process for consumers. Retailers should be considering this as they formulate customer engagement strategies. Two key questions are: What are the types of content that are going to resonate with shoppers in these brief periods of time? How can we...

If they get the details right, it certainly could rival some of the other upscale grocers. It sounds like they are taking on a lot at one time and some things could fall through the cracks. I'll be interested to find out post-grand opening results.

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They can mitigate concerns by being as open as possible, not using hidden cameras or devices and being clear about opt-in. Then it's vital to offer relevant and valuable reasons why shoppers should participate. If they feel they are getting a significant value out of participating, they are more...

Amazon has gotten a lot of attention for Prime Day and I think Amazon will prevail during this event, on July 15 anyway. Otherwise I think different shoppers are visiting Amazon and Walmart for different reasons so I don't see this rivalry as the most significant one moving forward....

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...

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