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Mark Price

Managing Partner
LiftPoint Consulting, Inc.

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....

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Technologies that mimic the online experience with products that are immediately available will make the biggest difference for retailers. Such technologies as real-time search, inventory look-up, personalized offers and online customer service have the potential to reconnect a specific customer segment (those who wish for immediate gratification and have...

The in-home devices demonstrate a clear advantage—the ability to control something that you cannot now, with additional security and savings as the quantifiable benefits. Wearable technology lacks a clear advantage—what are we trying to do that is hard to do now?

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The benefits of selling on the Amazon Marketplace really depend on the retailer and the category. For smaller retailers and lesser-known categories, the Marketplace provides a scale that would be difficult to achieve elsewhere. As the business and the category grow, the risk grows that Amazon will seek to...

The problem with multi-retailer approaches to loyalty programs is that the specific relationship between the retailer and their best customers gets lost. When the relationship is just about points and redemptions, then joint programs seem to work well—but that is really not about loyalty, it is about buying customer...

Yes, retailers are forgetting to answer the fundamental question, "what business are you really in?" Retail stores lack the infrastructure, technology, processes and skills to excel at picking and shipping items to consumers efficiently. That is not to say the store cannot remodel to include a warehouse operation in...

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