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Ken Lonyai

Digital Innovation Strategist, co-founder
ScreenPlay InterActive

Hugging is definitely a slippery slope that in a litigious society is one to avoid. Most people will understand, a few won't appreciate it, and once in a while someone will be motivated to file a complaint or worse.

A warm smile, an affable greeting and a friendly handshake can...

Retailers need solid customer-centric customer service policies and plans that empower and enable whomever is charged with making the customer happy regarding issues that occur. To do that in an omni-channel world, all systems and modes of customer interaction must be available to the brand representative at all times,...

Customization can be a really important driver of business, but not everyone is capable of offering it. Depending on where/how a brand's products are produced, spoilage, time-to-market, materials, etc., it may or may not be a consideration for food or other vertical producers. That said, packaging, order quantity, replenishment...

Without having inside information it seems as though the company has stretched its market too thin and lost site of its core brands. There's nothing wrong with a company trying new ventures and failing. Hopefully they did learn from the experience and can use the experience as they refocus...

The digital showroom with the table-embedded touch screen is a step in the right direction, it's just not a new thing. Putting the "revolutionizes the buying and selling journey" PR hype aside, this is an obvious forward iteration to update decades-older practices. Something similar could have been achieved with...

Couponing (traditional paper ones) is definitely a generational staple for people of a certain age. Those on limited incomes of any age are dependent upon them as well. Whether they beat loss-leaders or not probably depends upon each specific store brand and the neighborhoods it serves.

The problem going forward...

It's hard to predict whether Walmart will see success with this, much has to do with how it's marketed and if they really give higher valuations for trade-in cards than others. There's also a question of demographics: Are Macy's, Apple, Nordstrom shoppers, etc., going to trade-down to a lower-tiered...

Flip It is a great idea to incentive employees through gamification, but it seems very difficult to track. Maybe in a small shop, but in big stores I don't see how it would work. Generally returns and subsequent purchases are separate transactions, so it likely would have to be...

This is a really interesting spin for Twitter. It's not for me, but I think that the convenience can appeal to certain demographics, say Millennials.

If there are no security breaches that derail the potential for this, and if the offers that are made are worthwhile, and if a user's...

Beacons are the new retail panacea. Their providers have all the amazing facts and figures on how transformative they are or will be and yet as George points out, realities don't necessarily bear out the claims. Of course it's the early days and the technology needs to be refined,...

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