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Martin Mehalchin

Partner
Lenati, LLC

In most sectors we have found that the quality of the product, service or experience is a far stronger driver of loyalty than points-based programs. Emotion often plays a role, especially when the retailer or brand offers products that are connected to peoples passions, not just their everyday needs.

Two...

I've written about the guideshop trend several times now and there is a lot for retailers to like about this format. Operating costs are reduced because of smaller footprints, lower inventory and less need for labor hours maintaining a balanced presentation on the floor. I've also had...

PCC Markets in Seattle (a consumer owned cooperative) has been doing this for years. They usually hand out the fruit at checkout, so no messy aisles. The program is brand-aligned for PCC and one factor driving preference in our household.

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Judging from the lack of comments, no one wants to touch this with a ten foot pole.

Obviously the whole thing is an ugly mess and both American Apparel and any new venture from Charney face long odds. American Apparel first got my attention because of their vertically integrated manufacturing...

The University Village store here in Seattle is well done although not perfect. On the plus side, it's an attractive store and they have done a great job with the visual merchandising strategy of having all titles face out. On the other hand, there are some puzzling gaps in...

Malls in general are struggling to remain relevant as they face significant headwinds from changes in shopper behavior and demographics. The department store anchors that the mall operators rely on are also struggling.

Westfield's quest to innovate and transform the customer experience is a good move to reimagine the mall...

This is not only a great way to gain insights on the consumer, it is also a great leadership move to reinforce Target's customer-centric culture.

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Bud Caddell has a great post on the Zappos experiment over on Medium today.

While it's well known that Amazon is very hands off in their ownership of Zappos, it's astounding that they are letting Hsieh put their entire investment at risk with what amounts to a social...

There are known fixes for some of these challenges but we're still seeing a minority of retailers implementing them successfully.

Mobile conversion rates low? - Go beyond just responsive design and actually charge your UX team to design for mobile first. Consumer behavior is shifting toward mobile shopping, so now...

The store closings are probably a much needed jolt of short-term discipline. In the long term, the bigger problem is that the department store format has become very tired and the whole experience needs reinventing to remain relevant to the consumer.

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