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James Tenser

Principal
VSN Strategies

I think there's a fair amount of latent demand for "cheap chic" and "disposable" fashion. It's interesting to me because it moves apparel closer to the FMCG model of fast turns, consumability and more frequent shopping visits.

So why wouldn't Primark give it a shot in the colonies? My only...

Seniors certainly represent the tail end of the adoption curve for online technology use. We should anticipate that they, as digital non-natives, will approach it differently than their mobile millennial grandkids do.

Based on my unscientific observations of family and friends, I'd suggest that email, Facebook, photo-sharing, online gifting and...

Transparency about markdown practices holds very little downside for retailers. If anything, visible codes only serve to highlight the values for shoppers who are in on the proposition. It might help move some products off the shelves a little faster.

Of course, retailers who want maximum visibility have the option...

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....

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