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Also from Martin Mehalchin...

Braintrust Resource

Lenati
The Guide to Demystifying In-Store Analytics
In Depth Review of the Top 4 In-Store Analytics System Providers (url)

Links by Martin

 
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Martin Mehalchin

Partner
Lenati, LLC

I've met with quite a few retailers who have built a nice eCommerce business and also have a legacy (brick and mortar) business that is still comping up, but I have met very few who have done anything substantive to connect the two and deliver omnichannel.

Two challenges I'm hearing...

Nordstrom's presence in Canada is certainly a significant challenge to the Bay and Holt Renfrew and if those chains don't raise their service levels, I see Nordstrom taking significant share from them. Dan is absolutely right that Nordstrom's secret sauce is the culture they create for their workforce. Their...

This research brings into sharp contrast a reality regarding rewards programs that marketers have known for a long time: Consumers are savvy themselves and fatigued with the rewards experience that is pervasive in retail today—programs offering rewards that don't live up to expectations, and are often only received after...

As Graeme points out, personalization can be a key component of an effective email strategy. Consumers are likely to remember and favor a retailer that can send them email that is tailored to their preferences, purchase history, interests and activities over ones that just limit their creative and messaging...

This is a long overdue move. The brand value of a NY flagship is immeasurable, plus all the tourist traffic could make this location very profitable. I disagree with the other commenters who are advocating Times Square. 5th Ave gets plenty of tourist traffic, especially the blocks close to...

Keith is right; there is a big opportunity for brands to build loyalty elements throughout their offering and customer experience. The most resilient brands — think of Starbucks or Patagonia — have built a community of customers. Some of these brands have "traditional" loyalty programs and some don't, but...

With their scale and scope, Starbucks has many different consumers that they have historically been serving from the same couple of formats. Both of these new formats serve real segments and although at opposite ends of the spectrum, they both seem to be a fit for the Starbucks brand.

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Whole Foods' decentralized model is great at creating locally relevant in-store experiences, but I do think it's left opportunities for brand building on the table. It sounds like this national brand effort is designed to address that gap and the 365 line as well as their transparency programs (two...

Agree with the panel that this is brilliant. It may well be an example of looking to other industries to inspire innovation, as Ask Zappos resembles a similar service pioneered by Progressive Insurance.

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Social should be a well managed customer service channel, but it can also serve many other purposes such as pre-sales and assisted online shopping. The leading social media management tools have evolved now to the point where any brand or retailer can effectively triage and manage social listening and...

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