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Mark Price

Managing Partner
LiftPoint Consulting, Inc.

Macy's should look outside for the next CMO. The change required to take the retailer into the 21st century requires a deep technology savvy combined with a strong sense of customer experience design. The brand is also languishing, not really a high-end retailer, and not Kohl's. That middle area...

I think this article is well written — it is not about the steak, it is about the sizzle. By that, I mean that consumers are seeking benefits — ways to leverage technology to improve their lives. IoT devices sold on the basis of being "internet connected" are not proving a...

Amazon payments offer an easy way for a smaller retailer to overcome resistance from customers to providing their email and contact information "one more time." The key to success for the retailer will be to be able to obtain that information from Amazon, so that they can directly contact...

Understaffed, poorly-trained sales associates are symptomatic of retail today. Permitting the store managers to spend more time with associates has potential to address the training issue. As an extra body on the sales floor, freeing up time for the manager could help a bit as well.

But great customer service...

The greatest advantage of vertical stores is also their greatest threat — they have a single consistent brand image. They also have concentrated their upside and their risk — if they move in the wrong direction, there is nothing to defray the impact of their mistake. Retailers with a broader array...

Given the highly competitive nature of the blue jean market and the need to differentiate on customer experience, leveraging the Apple Watch will add a unique cache to the True Religion store experience. The key differentiator will be whether or not the user experience on the limited real estate...

McDonald's has a segment of their customer base that is highly loyal and frequent. This type of program should work well within that segment.

The structure of the program should be based on the company's strategic goals — do they want to reinforce retention, increase trial of new products, acquire more...

Publix is using social media to engage customers in two ways — by providing quick and easy customer service and offering interesting ways to engage customers in creative, new ideas and reinforce the brand image.

If you study social media for retailers, the former (the customer service benefit) is the fastest...

Many of the challenges that the delivery start-ups are facing are driven by a lack of consistent technology across the ecosystem. Signing up drivers, signing up restaurants/providers and managing orders are all managed mostly manually at this point. As technology become more widespread, acceptance will grow as well. Opentable...

This challenge is similar to the book channel in the sheer number of different wines out there, and the difficulty the ordinary consumer has in figuring out what they will like. The differences are that consumers can determine what books they prefer by reading a sample and unfortunately, samples...

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