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James Tenser

Principal
VSN Strategies

So, General Mills is so frustrated with the folks who mastermind class action lawsuits that it has decided to propagate a public message of distrust toward some of its most engaged individual consumers - the ones that "like" it on social media or download and redeem electronic offers.

The asymmetry...

Here's another troubling example of the paradox of scale. The bigger the retailer, the greater the distance from headquarters to its stores. Moving to a low-tax haven in Europe would seem to epitomize this. Maybe it's a sign that the top of the corporation is already at a vast...

If there truly was a magic formula for "virality," digital agencies all over the place would be exploiting it now. In some ways, those providers are better off if it remains at least a partial mystery.

Introducing the concept of a "cascade" of sharing is a valuable contribution to understanding...

Like others here, I'm still wrestling with the implications of the Heartbleed bug for typical users. It seems like regular folks may need to change a few or many passwords to ensure safety. That can require a lot of effort, particularly where cookies need to be deleted followed by...

Many folks are aware of a long-standing tradition among merchants in New Orleans called the "lagniappe" - a little something extra intended as a tangible thank you to customers. A good example would be adding a 13th beignet to a dozen.

Unannounced upgrades, free shipping vouchers, a free music download,...

I'm sure I've said this many times before, but strictly speaking, the customer owns the relationship, not the institution. Associates and executives both exist to serve - by delivering the best possible total experience.

We might re-frame the question in several ways:

Who shall be the chief architect of that experience?...

Systems and policies that enable success. Clear links between goals, performance and outcomes. Tolerance of productive failure and celebration of team successes. A culture of diversity and mutual respect. These factors help create a productive, motivating work atmosphere.

Employers are not required to entertain or coax workers to be happy....

It would be easy to pick on statistics generated from small sample research, but precise numbers aside, this study raises a couple of issues that are well worth further consideration.

"Fear Of Missing Out," the concern that site search won't reveal a desired item to the shopper, reflects a common,...

It makes eminent sense to use AmazonLocker for product returns as well as deliveries.

The concept's long-term success will depend on providing a sufficient number of convenient locations. This is a medium-term balancing act for Amazon - without sufficient user traffic, the lockers won't pay off.

I'll take a wild guess...

The mere existence of an omni-channel team in any retailer is proof of daunting organizational barriers. Do we really believe we can solve the silo problem by creating another one?

This concept needs to graduate from a program to a business fundamental, and in a hurry. Glad to see this...

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