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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

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...

Designing loyalty programs has become a high-risk endeavor for many brands. Forester's 2013 Loyalty Report illustrated that less than half of customers choose to join offered programs, and of those that join, only 16% are actively engaged so as a broad statement on the appeal of loyalty programs in...

Consumers will take this in stride and for some it will give them a reason to check back in to their Coach stores. Dedicated bargain hunters were already finding marked down Coach product at the channels mentioned in the article.

For a brand retailer with both full-line stores and outlets...

I love this and think it should have a halo effect on their brand and customer loyalty as well. Parent company Amazon might even adopt this for certain of its own job categories and it seems like a great fit for mainstream retailers like Target, Macy's, Sephora, etc.

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I've seen consortia like the one proposed here tried in other industries and I have never seen one work. Too many competing agendas among the stakeholders bog down decision making. The customer experience ends up being designed by committee with the result hitting the lowest common denominator.

There could be...

I've been particularly puzzled by the backlash against wi-fi or Beacon based tracking, since shoppers have been recorded on video at most stores for years. Retailers clearly have not done a good job of explaining the benefits of these programs and the truly limited amount of personal information that...

This seems like a problem that makes a great opportunity for some entrepreneur to solve and build a business around. Makes me wish I had a background in materials science.

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It's the CEO's job. The best retailers and brands tend to have CEOs that are obsessive about the customer experience, understanding and serving customers. The proliferation of channels and the opportunity presented by exploding volumes of data has made experience management more complex than it used to be, which...

This is related to the Magalogs and Brand as Publisher (Brand as Broadcaster in this case) trend that we discussed her on RetailWire earlier this week. This project is a great fit for their brand and YouTube is an effective channel to reach their target demographic. This should succeed,...

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