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Mike Osorio's RetailWire Blog
April 5, 2009
A couple points here: First, the key for all retailers is to keep trying various techniques for effective customer communication. Will suggestive statements psychologically impact future customer behaviors? Sometimes yes, sometimes no. To dismiss this as a "trick" is shortsighted. To rely upon the technique ...
March 26, 2009
These retail stars were shining well before the current economics made their formula a darling of the media. Zara and H&M have been in the US for a while now and not only are their openings huge local 'events', but they seem to maintain their followings of teen to ...
March 25, 2009
Truly we have become a society of impatient people. As retailers we need to focus our energies on improving any of our systems that require the customer to wait: POS systems, automated telephone routing systems, online check out, etc. As people, we need to focus our energies ...
March 21, 2009
I've watched the Container Store for years and have always been impressed that they have never wavered from their "commitment to time" in talent acquisition, education, and ongoing improvement of these processes. We all know that having extraordinary people outweighs any temporary lack of extraordinary products, services, or strategies. ...
March 18, 2009
Providing perks that help reduce stress is admirable and strategic if part of a holistic effort to create an inspiring work environment. Unfortunately, many firms have added perks over the years either because they were flavor-of-the-day ideas or to mask a lack of a meaningful, inspiring company purpose. ...
March 17, 2009
I have known CEO Neil Black for years and I am not surprised to see him once again knowing how to effectively speak to his customer base. Yes, the promotion is a bit silly, and borrows from others' ideas (Hyundai, etc.). But it nails the current market psychology ...
March 16, 2009
The key reason for apathetic front-line workers and the resultant poor service is the poor level of leadership skills in front-line managers--usually due to poor leadership skills of the senior management. Please read the full article in the Times to understand the experience the author writes about. This ...
March 15, 2009
As a long-time retail operations executive, I have seen both sides of this: outsourced and in-sourced IT groups. My own experience shows that the key individuals to keep in-house are the IT leadership and then just a few technicians. The IT leaders are among the keepers of ...
March 11, 2009
My initial reaction after reading the articles is that this is a terrible idea. I can't imagine wanting to 'bid' in a store environment. However, I think this technology will appeal to the current teen and twenty-something techno-savvy population which tries every application offered on Facebook and on ...
March 11, 2009
Unfortunately many (most?) retailer-landlord relationships are adversarial which only creates lose-lose negotiation results. The forward-thinking retailers and landlords have proactively reached out to each other to discuss how to weather this storm together. Rent reductions must be considered on a case by case basis, taking into account the ...
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