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Martin Mehalchin

Partner
Lenati, LLC

Three hundred million copies and 22 annual ships definitely stopped making sense a while ago. I don't think Victoria's should eliminate the catalog entirely, they should convert it to a "mag-a-log" format, use it to tell good stories around the brand and the products and ship maybe four issues...

The destructive power of negative experiences is why 80% of the time it makes more sense to focus on building an effortless experience instead of trying to provide "surprise and delight."

REI is one retailer that even though their stores provide the occasional wow, does a really good job of...

Anyone promoted from within is likely to be too steeped in the category driven, promotional marketing approach that Macy's and other department stores have long relied on. They need an outside CMO who can work with other functions to drive a CRM/lifecycle approach to marketing in order to revive...

While the devil certainly may be in the details for Happy Returns, I think this is an idea with big potential.

Reverse logistics cost (for the retailer) and hassle (for the consumer) is one of the big remaining factors constraining eCommerce growth and profitability. If Happy Returns, or someone else,...

Customer Journey Mapping is a valuable technique that is losing some of its value due to misuse and overuse. We recently published an infographic that explains four lenses on customer experience and how to use each one.

Customer journeys are best used to document and understand how customers...

We always encourage our clients to look at both sides of the coin when starting a design project: What is the consumer experience you are trying to create and what is the role for digital AND how can you use digital (and data) to support store associates in serving...

The headline misses the point as it shouldn't be an either-or question. The whole point behind omnichannel before it became an overused buzzword was to invest in initiatives that spanned both digital and stores. Retailers who get this are bringing technology to the store experience as well as building...

Yes, location definitely matters and it's only growing as these MVP type malls flourish at the expense of everyone else. Another "winner take all" pattern in our society and economy.

I will caution that the Credit Suisse study may be confusing correlation with causation. Apple is such an outlier in...

Costco has a somewhat well deserved reputation as a "conscious" company, so I am surprised that they would be stealthy about eliminating tobacco as opposed to up front about it like CVS.

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I love that they are focusing this initiative on enabling their store associates to deliver elevated service and I like the multi-screen approach with the monitor presumably controlled from the watch. If consumers have to download an app to make this work, that could be an Achilles heel leading...

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