[Image of: RetailWire Logo and Tagline (for print)]

Also from Mark Price...

Braintrust Resource

M Squared Group, Inc.
Cultivating Your Customers Blog, by Mark Price
How to overcome real-life challenges to data-driven marketing (url)

Links by Mark

 
[Image of: Mark Price]

Mark Price

Managing Partner
LiftPoint Consulting, Inc.

The author of the IMS blog is absolutely correct. Many retailers I speak with have a level of distrust and sometimes even contempt towards their store associates. When they deal with the field, their instructions are often so simple that they should be followed with "just do this, you...

If customers were polled, their greatest need would not be fancy perks, but superior customer experience both in and outside the store. Customers want their needs anticipated and met, whether those needs include a transaction or not. When retailers only reward transactions, they are saying that all they care...

Online grocery shopping with in-store pickup presents a digital, convenient option to a specific segment without all the costs associated with delivery service. The only cost associated with BOPIS (buy online, pickup in store) is headcount—little to no hard costs at all (e.g., trucks, warehouses, systems).

BOPIS is exploding across...

Should Overstock invest in systems and programs that link their best customers tighter to the brand? Absolutely. Is a me-too video streaming service the answer? I am not sure it is.

If their best customers are digital-first web-savvy consumers, then they probably have a streaming service already. Even more so,...

An Uber-like surge pricing model may account for heavy traffic volumes, but is likely to result in poorer-performing (or newer) employees working the off hours together, which can result in less knowledge sharing and issue resolution than when the talent is spread around.

In addition, employees are scheduled to handle...

The most critical part of ecommerce today is BOPIS (buy online, pickup in store). The combination of online research and offline real-time delivery makes a compelling case.

To achieve this, retailers must be able to track inventory online by store and then sync pricing and product offerings between channels—which are...

E-commerce sites run the risk of being commoditized, since consumers can easily check products, pricing and features across sites. By offering customization as well as entertainment and education, e-commerce retailers can create stickiness, loyalty and retention.

A good solid strategy, albeit one that Amazon has been employing for some time,...

Loyalty, as opposed to retention, is ultimately a function of perceived value plus customer experience. This ecosystem discussion seems to focus more on the perceived value, with the goal of stringing together discounts and offers to gain familiarity and lead the customer to remain a consistent Walgreens customer.

The question...

To adapt to the role of mobile, retailers will have to design apps that can improve customer experience in-store as well as facilitate e-commerce. Such features as SKU loop, inventory checks, product comparison and features, as well as product support will serve to augment a customer experience in-store that...

Robots will become more commonplace in the back rooms of retailers over the next 10 years, assisting with inventory tracking, picking and shipping. I do not think that consumers will be ready to be assisted by a robot for some time....

...

Search RetailWire
Follow Us...
[Image of:  Twitter Icon] [Image of:  Facebook Icon] [Image of:  LinkedIn Icon] [Image of:  RSS Icon]

RetailWire's
Getting Started video!

View this quick tutorial and learn all the essentials...

RetailWire Newsletters