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Debbie Hauss

Editor-in-Chief
Retail TouchPoints

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...

I have three children with a lot of college debt and I think that really does impact how they function out in the marketplace. That said, I do think my children understand the difference between credit and debit, so I don't think "credit aversion" is preventing them from adopting...

The elusive ROI is always a challenge for retail marketers, but particularly in the area of social media it should not stop them from implementing strategies. Social clearly influences shopper behavior in increasingly significant ways. WOM marketing should be included as part of a complete marketing strategy - not...

I hear this same challenge when I attend events and speak with retailers. At a recent event, an exec from Gilt Groupe mentioned their talented data scientists and I asked if he could let other retailers know where to find good data scientists — and he basically said "No."

I...

In-store tracking just seems much more personal, from a consumer standpoint. Opt-in solves the dilemma around the creepiness of being tracked, but will shoppers opt in? That is the big question that retailers need to answer. In order to motivate shoppers to opt in and actually use a mobile...

I think it's definitely worth testing if there is a percentage of shoppers leaving the store because they can't find their color or size. But it also may be important to take a step back and work on improving overall inventory allocation. Hopefully Gap executives are asking the question:...

First is C-level leadership and buy-in: all facets of the organization must be on board and work together toward the goal, whether it's called "omni-channel" or something else. This leads to the issue of siloed functions: marketing needs to share data with merchandising, stores and the e-commerce team. If...

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