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Dick Seesel

Principal
Retailing In Focus LLC

Part of the problem is that digital and print coupons are increasingly seen as the same thing, in the eyes of customers. Younger consumers who are not newspaper readers are less likely to be "coupon clippers" and more likely to respond to online or mobile offers as time goes...

While it's too easy to stereotype Millennials as "tribal," it's not hard to understand why their desire to live in cities is a reaction to their parents' lifestyles of exurban sprawl, McMansions and so forth. The long-term question for retailers planning their location strategies is whether the "new urbanism"...

Without painting every regional mall with a broad brush, it's clear that many food courts have not evolved nearly as fast as customers' tastes. You can picture the "typical" food court group of tenants with your eyes closed: The steam-table Chinese food, the tenants selling "teriyaki" or "bourbon" chicken...

Doug's seven guidelines are all valid, and it would be even more helpful to incorporate these into a training and orientation session for new hires. (Not to mention, a refresher course for existing staff.) Nevertheless, people are people and a certain amount of conflict is inevitable. The issue becomes...

J.Crew's response is a win for the customer, for fellow fans of the swimsuit, and most of all the company. The PR value is priceless, regardless of the cost of the ad space. But I'm glad J.Crew added the qualification "within reason"...it's simply not feasible to try satisfying every...

Since Whole Foods bought (and was forced to sell) Wild Oats several years ago, it's been a brand without a significant retail footprint. This is an obvious win for the owners of the brand, and is a potential win for Walmart, too. Presenting its organic assortment under one brand...

Kohl's seems to have gotten this right with last year's hiring of Michelle Gass from Starbucks as the "chief customer officer." In this case, she has direct responsibility for all aspects of the company's "customer engagement strategy," including both marketing and omnichannel efforts. It's important for the CXO position...

I described buying earlier this week as a left brain/right brain profession, even before reading the article about Saks. Being a successful merchant does require a balance between the analytical and the instinctive, and I'm glad to see a fashion-forward retailer like Ms. Mckee shifting the focus back to...

It sure sounds like succession planning to me, and I can foresee a next step where Terry Lundgren keeps the title of chairman but passes along the CEO role to Mr. Gennette. This is a recognition that many of Macy's success stories over the past several years -- while...

Nikki is exactly right: Looking at frequency is only part of the loyalty equation. Stores also need to consider how recently customers visited and (most important) the ongoing value of their transactions. Shoppers who visit a store weekly -- but only to cherry-pick that store's advertised loss leaders, and...

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