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Debbie Hauss

Editor-in-Chief
Retail TouchPoints

A number of factors are contributing to more favorable feelings about the grocery experience. First, the recession motivated more consumers to cook at home more frequently. Food television also has captured the attention of many consumers who are now trying new recipes and cooking methods with a new level...

Speaking from a personal perspective, I was extremely pleased when I was checking out at a Macy's while on a business trip and I received an option to digitally select a coupon/discount. I usually forget to bring the coupons they mail to me to the store, so this was...

Square has a pretty good stronghold in the market, and there are others already out there competing for market share, but if Amazon can offer a lower price and better incentives then it could do well.

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As long as product quality and price point are on target, this could be a win-win strategy for Nordstrom. Nordstrom was smart to test the concept first before expanding the investment.

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Chronic returners should be called to task for their actions. We just need to be careful not to ban our good, loyal customers. The rules of engagement, or disengagement in this case, must be clearly defined and make sense. The Best Buy example show exactly what needs to be...

Absolutely. If consumers can understand the verbal interaction better, they will feel like they are getting better service. But it definitely does not solve everything. With an outside service, even if it's inside the U.S., you're still not getting the level of service you'd get speaking with an employee...

People love the discounts they receive at outlet centers. Of course, with anything there can be saturation, so outlet operators must start to think about the customer experience. For example, typically outlet centers do not offer great food/restaurant choices. That would be a good place to start on the...

I don't blame J.C. Penney for being careful at this point. I would not want any company to hire a CEO just for the sake of having a CEO in place. I also understand why executives would be hesitant to take the helm at a company that has struggled...

Retailers should be thinking about social as a key ingredient in the total marketing mix, even though it can be difficult to quantify ROI. That is the first hurdle. Then I think there's good advice in this article regarding clearly identifying the purpose of each channel and how it...

Consumers want to have a great experience when they put down their laptops and drive to a location to shop. That goes for supermarkets as well as any other store. Wegmans and Whole Foods both have done a great job creating an inviting shopping experience and allowing shoppers to...

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