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James Tenser

Principal
VSN Strategies

In The Incredible Dissolving Store, the boundaries that used to separate shopping from the rest of life are becoming more porous. Brian is correct, "the whole world is a store" and shoppers have learned to expect responsive merchandising and personalized services everywhere they go in the physical and cyber...

Some of us tend to make wisecracks about the "O" word, but we all know it means at least two things: A seamless experience for the shopper across all points of interaction with the retailer and a unified view of inventory for the retailer across all points of interaction...

Glad to hear that Walgreens has moved far beyond RFM analysis in refining its customer relationship programs. Detecting lifestage "signals" and then using them to routinely tailor offers is an impressive feat straight out of the "Power of Habit" book by Charles Duhigg.

But "ecosystem" implies multiple touch points for...

This discussion is very interesting because it challenges us to reconsider our assumptions about in-store Wi-Fi for shoppers. Is it a shopping "enhancer," a promotion channel, or primarily a convenience that mobile-connected customers have come to count on?

Remember Tenser's Law: "A customer service standard that can be experienced anywhere...

In my opinion, sales tax fairness and transportation infrastructure are two areas where the Federal government can make real gains for the retail industry and the American people.

The sales tax issue has been on the table since at least 2000, and it's quite frankly a black mark on both...

The "bozone layer" is an amusing play on words, but it's not too respectful of mid-management types who are actually conscientious and motivated. In healthy organizations, good ideas should not only originate with top execs and call-center employees.

When it comes to customer needs, as Max wisely observes, active listening...

I believe accumulated experience will teach us that there are natural levels of digital influence on purchasing, which will vary by product category and purchase occasion. Summary statistics, like "50% of all purchases ... " are interesting but not diagnostic.

So Ms. Paul's observation, "Tailor the digital strategy to the...

My sympathies lie with the self-publishers on this one. Amazon evidently likes subscription-based programs, I think because they guarantee recurring revenue and upfront cash flows.

I'm not convinced this type of program will result in significantly-increased consumption (i.e., more reading hours), however. This leaves authors with the prospect of lower...

When it comes to connecting with core customers, I think the GameStop ad might just edge out the PetSmart ad.

Gamers are likely to enjoy the subversive nature of the truck-jacking. Only trouble is that gamers may be more likely to be gift recipients than givers. Will their parents and...

This is an excellent list, although like Nikki I think the in-store personalized experience is more likely to rely on mobile devices than installations.

On balance, payments will have the largest impact, followed closely by its interconnected phenomenon, data theft. Can modernizing the former help mitigate the latter?

I wouldn't bet...

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