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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

Amazon is always looking for ways to optimize, reduce costs, become more streamlined, etc. Asking customers to consider a discount for something that will save Amazon money is brilliant. Regardless of the reason why, it s a creative solution to saving the company money by offering the customer a...

This is good news for traditional retailers. Many brick and mortar retailers have been concerned that online retailers will take over. Online will continue to grow. More retailers will make their products available via online channels. Some retailers will recognize their customers still have a need for brick and...

How easy am I to do business with? How easy is it to navigate web-based platforms; desktop, mobile, etc.? How easy is it to return items? How competitive are you (price and value)?

The digital shopper is looking for the alternative to the traditional experience. They are typically price-sensitive, but...

It is really quite simple. Anything the retailer can do to create a better experience via engagement/interaction must be used to compete against e-commerce. Just as a small local retailer may be down the street from a big box competitor (think Ace Hardware and Home Depot), they can coexist...

Interesting idea. Most of what a store might provide in a mobile device could be found on an app. However, the in-store device might be the gateway to a customer installing a mobile app. Once the customer downloads the app it allows for a more customized shopping and marketing...

Amazon is no longer a website to buy "stuff." It has become part of our lifestyle. We download music, books, etc. Anything they do to enhance "using" Amazon versus just "buying" from Amazon creates a better connection with the customer.

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The words "high-end" and "exclusivity" belong with each other. "The Apartment" can elevate a shopping experience to an event. The customer in the luxury market demands and expects a special shopping experience. This is an interesting concept that, for Holt Renfrew, will hopefully resonate with the high-end shopper.

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My take on this is simple. One of the ways that Best Buy has been able to survive "showrooming" is by guaranteeing they would match prices. Now, one of the recognized low-priced retailers in the industry won't match its own online pricing. And, in the situation described in the...

Best Buy figured out there was a problem and looked it right in the eye. Showrooming and pricing were big issues and they overcame them. You can read many articles about this, so no need to rehash them here. The big lesson is responsiveness. Most companies think they are...

Great creative engagement with the community. Some of the most successful companies are known for their community and charitable efforts. Doing something in July that is typically done in December during holiday time is creative.

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