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Ken Lonyai

Digital Innovation Strategist, co-founder
ScreenPlay InterActive

This time I will really go out on a limb and risk making a prediction: This service is not going to make it in the long run. Maybe lessons will last, but anyone who's dealt with home contractors knows the difficulty in getting a job completed properly, on time,...

The two approaches done well can absolutely complement each other. In fact, part of the surprise and delight when Apple stores first debuted was the simplicity of checkout, with no trip to the cashier.

Making discovery easy seems like a natural pairing so there really is no reason to look...

Hmmm... I fit the description quite well—probably for a different reason. For example, experiences with our local Whole Foods has caused us to buy more products online, from smaller competitors, driven by me, the male. Their inability to notify us of special orders we've placed, causing us to lose...

Paula is right about the BOPIS acronym... ;)

The only significant change to the grocery shopping experience for any shopper living today, is the advent of some (feeblish) grocery shopping app. So to change shopper habits and open their thinking to BOPIS, I believe Walmart is on the right track....

From my experience, stores utilizing an automated queuing system do better at moving people than those that don't. However that's just one aspect to a slow checkout experience. It seems that the number one drag on speedy checkouts is pricing issues, followed by register gaffes and product/return questions that...

This seems like one of THE most obvious surveys of the last twenty years. The app experience is functionally an extension of or the next iteration of the web experience and these issues have been present online since people gave up dial-up modems.

UX is everything. Fast, clean, clear, usable...

From a marketing perspective, I think that the name change and accompanying attitude change may not be appropriate. Although I'm not a mom, it seems to me that the mommy blogger trend and participants creates sort of a "club" for mothers, that allows them to feel safe, secure and...

Clearly this is a major advantage for Amazon. Consumers experience peer reviews, recommendations and pricing, but how products get to them quickly or when expected is unknown to them. Most competitors are probably three to four generations behind Amazon's fulfillment center technology and logistics and they know it. Also...

This is a great idea for Aldi as long as it's cost effective. Given that they are expanding to the whole country, presumably it is. In its most basic requirement, user experience is centered on effectively satisfying user expectations, but it really becomes a powerful tool by exceeding them....

Having designed retail merchandising systems that use interactive fragrance, interactive taste and more, the question that always comes up is "Isn't that just a gimmick?" We've always answered "No, but what's wrong with a gimmick?". In this example of in-store drones, it's pretty much a marketing gimmick, but in...

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