PROFILE

Lee Kent

Principal, Your Retail Authority, LLC
Ms. Kent is Owner/Principal of Your Retail Authority, LLC. and creator of Retail’s former Social Network, TheRetailTradecenter.com. She is recognized by retail industry insiders as an authority on retailing and is a seasoned user of new media strategies. Lee likes to talk and exchange ideas about retail particularly on the in-store path to purchase and customer experience design. Look for invitations from Lee to exclusive Retail executive events. You can find her opinions most days on the Retail Wire where she is happy to share her 2 cents. Lee's current practice focuses on uncovering a brands point of view, customer promises and ability to deliver on them through the creation and/or co-creation of thought leadership initiatives. In addition to talking endlessly about her passion, Retail, she has directed numerous consulting and strategic initiative engagements. Her clients have included world-renowned companies as well as software providers and start-ups. Lee has served as the NA Retail Industry Practice Leader for a major global managed services provider, Retail Technology Consulting Principal for a Big 4 consulting firm, Director Supplier Management and Integration for an e-commerce start-up venture, Director of Managed Services for a major retail company and has brought her subject matter expertise to smaller organizations in order to help them build strong retail practices. To learn more, visit Lee's LinkedIn profile...
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  • Posted on: 07/16/2019

    Who owns customer service in an age of co-branding?

    I can only add a ditto to this. In the case of the shoes, some smart entrepreneur should come up with a generic return process that would allow Macy's to take a return and then transfer back into the FL inventory. Or perhaps you simply train the store employees on how to handle their guests' returns. Hmmm and my 2 cents.
  • Posted on: 07/12/2019

    Will free, same-day pickup give Sam’s Club the edge it has been looking for over Costco?

    I'm with you Neil! Sams doesn't hold a candle to Costco when it comes to products and services and this will not even make a dent. For my 2 cents!
  • Posted on: 07/11/2019

    What’s the story behind Macy’s partnership with Dick’s Sporting Goods?

    Yes, Neil, what I did not hear mention of was what of Macys would be showcased. I love the "Story" concept and think it is a great way to get people into the store. A nice day's outing to go check out the new "Story." Hopefully they will buy something or learn something that will lead to buys. It is much about the experience these days, but sales are still the target. I haven't seen any numbers thus far, but my fingers are crossed. And that's my 2 cents.
  • Posted on: 07/09/2019

    Location-based marketing is spreading beyond smartphones

    I'm on your team on this one. We are getting inundated with location pop-ups that do nothing for us. Not a store that I shop nor an item I am looking for. Give me the tools when I ask, but don't push them at me when I am likely in the middle of doing something else, like driving, maybe. For my 2 cents.
  • Posted on: 07/03/2019

    NRF study says customers dig retail tech

    First and foremost, consumers of all ages are much more comfortable using technology. It has been amazing for me to watch my over 60 aged friends start talking apps and I have found it is largely due to grandchildren. The next piece is that retailers have learned to listen to what their customers want and give them tools that improve the shopping experience. It's not just another way to market! This is a winning combo in my mind and worth my 2 cents. They get it!
  • Posted on: 07/01/2019

    Can mobile sensing tools boost worker productivity?

    In a word, No! Based on this article, I would say this is not ready for prime time. What is one job's "productive" may be another job's "not productive." How in the world would you account for all the variances? It will be interesting to see a few specific applications but, until then, this jury and my 2 cents is out.
  • Posted on: 06/28/2019

    What real value are influencers bringing to retailers and brands?

    You have to cut thru the mustard, so to speak, in some way shape or form and these young people love their celebs. As they age, they will find new ways to find curated goods but still the same, we all like to see curated selections. Makes it easier to see the final product no matter what is being sold. It's marketing, baby and my 2 cents.
  • Posted on: 06/25/2019

    Toys ‘R’ Us prepares its American comeback

    Let's not forget what put Toys "R" Us out of business. It was not their reputation, but the debt piled up by their owners. When I hear people talk about Toys "R" Us, it is with shock that they closed their doors. Even with only 6 stores, I think they have a go at it and the people will come. I also love the store within a store concept for them to help get back up and running. I honestly think people will come. For my 2 cents.
  • Posted on: 06/21/2019

    Does experiential retailing play better on the Great, White Way?

    It doesn't work for every brand, but this is perfect for Krispy Kreme. I have never been a sweet lover but when I was a little girl, a special treat after special events like ballet recitals was to go by Krispy Kreme and watch them make the fresh donuts then you have to eat them! The smell was what it was all about and it was an event in itself. Not an expensive one either. Great move for Krispy Kreme and my 2 cents.
  • Posted on: 06/19/2019

    Marketers work on solving the question of social media ROI

    My advice, as always, is to be where your customer is and do what your customer is doing. It's not about selling to them or offering deals. It is about getting to know them and finding your place in their lives. It is often hard to measure results but at least digital offers more tools that help. For my 2 cents.
  • Posted on: 06/18/2019

    Former Snapchat and Quidsi execs come up with possible rival to Amazon

    Absolutely! And let's not forget how many years it took for Amazon to make a profit in retail. Amazon had AWS to fall back on and keep plugging until they got things right and it took many hits and misses. This is a crowded space and I agree, they have a lot to prove. Good luck though! For my 2 cents.
  • Posted on: 06/17/2019

    How well did Target handle its no good, very bad weekend?

    My added comment to this is simply that we are all much more tech savvy these days and we understand stuff happens with technology. We don't like it and it frustrates us but we get it. Yes, we get mad and post our discontent anywhere people will listen but do we never come back? Not likely! Not if we like the brand. Just don't let it happen too often. For my 2 cents.
  • Posted on: 06/12/2019

    What does FedEx’s break with Amazon mean?

    Yes Mark, I'm with you on this one. My initial reaction was "OK Amazon, you think you can do this better on your own, have at it! And try not to lose your customer base in the mean time. When you figure it out and are ready to play fair, let's talk." I may be way off base but that's my 2 cents and worth every penny!
  • Posted on: 06/10/2019

    Walmart debuts store-to-fridge fresh food delivery service

    And Paula, is the Walmart customer really the right audience for this? Are they typically tech savvy therefore tech trusting? For high-end clientele somewhere who may already have servant(s) in the home, I can see this as having a niche. For Walmart? Maybe not so much. But that's just my 2 cents. We shop at Walmart for a few things so don't get me wrong. Just sayin'.
  • Posted on: 06/05/2019

    Walmart’s checkout pilot puts shoppers in the fast lane

    I do believe this approach is headed in the right direction. If the customer is scanning as they place items in their cart and there are clear instructions about how to use the app. A thought might be to have shopping carts that are wired for motion so if you place something in or take something out, it flashes to let the shopper know to take action. And a counter to show them how many items they have scanned so they can simply count to make sure they have gotten them all. Give the customer features that will build confidence in the app and it has the chance to win. Just my 2 cents and short of all the high cost/high maintenance technology of Amazon Go.

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