Blogs
Best Buy's new look
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A little over a year ago I had the worst buying experience I’ve ever had at my local Best Buy store. I thought that the two associates in front of me were…
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Netflix uncovers clue to customer preferences
by Bryan Pearson — President, LoyaltyOne
Call it the case of the mysterious movie preferences.
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AT&T retail chief explains 'The Store of the Future'
by Carmine Gallo — President, GCG
As consumers shift many of their purchases online, will physical retail stores even have a reason to exist? That’s the difficult question AT&T retail…
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Tracking the 'next big thing' in retail technology
by David Anzia — SVP-Sales, Frank Mayer Kiosks and Displays
I recently gave an interview where I was asked about the challenges of managing retail self-service projects given the rapid progression of in-store…
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How to optimize your store for summer
by Gary Edwards — Chief Customer Officer, Emathica
Now that summer is well underway, it’s time for retailers to turn up the heat. After spending prolonged time indoors during the cold weather, customers are…
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Apple is going to business school
by Chris Petersen — Owner, IMS
There is always a lot of press about Apple. There are Apple stock forecasts, new product predictions and literally hundreds of stories about their stores. But…
read nowLogic vs. emotion in retail pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
My thanks to Paula Jones, Craft and Hobby Assn. Canada, for sending me this January 22, 2013 Forbes article, Postscript On Retail Pricing: Avoiding the "Race…
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Showing your appreciation (or not)
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
As leaders we sometimes do things that, entirely unbeknownst to us, have a negative impact on our staff. One example of that is how we come back into the store…
read nowConsumers don't think in terms of channels. Retailers do.
by Chris Petersen — Owner, IMS
As I prepare to meet with a number of groups and retailers around the world, their No. 1 question is about predicting what must change in retail in order to be…
read nowLoyalty, rewards and the test of time
by Bryan Pearson — President, LoyaltyOne
When it comes to measuring their program effectiveness, loyalty marketers tend to rely on what I like to call the big EAR: earnings, activation and redemption…
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How in-store navigation impacts customer experience
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Few phrases conjure up more anxiety than "we're lost."
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The problem with mobile advertising isn't mobile. It's advertising.
by Doug Stephens — President, Retail Prophet Consulting
In a recent article for Adweek David Gianatasio asked the question, “Why Does Mobile Advertising Stink?” And it’s a great question, because it really does. And…
read nowAbercrombie's exclusionary marketing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
On an apparently slow news day someone resurrected a comment Mike Jeffries, Abercrombie's CEO, made in an interview in 2006 in which he said that Abercrombie…
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The retail customer experience: In banking, pharmacies and other locked-in-customer situations
by Micah Solomon — president, four aces inc
To discuss why the retail customer experience matters, even when your customers are locked into buying from you, we need to back up a step or two: When you’re…
read nowRetail trends in customer experience
by Gary Edwards — Chief Customer Officer, Emathica
With today’s consumers looking for more out of their retail experiences and actively seeking out opportunities to build relationships with the brands that…
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The problem with big data
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
What are you doing about big data? That is a question making the rounds with retailers today. Or turned around it’s, “What am I supposed to do about big data?…
read nowWhat ails Carnival?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
When we think of a carnival we think of fun and good times. Unfortunately that’s not the image that comes to mind for the cruise line's passengers. So what’s…
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Kroger proposal seeks to pull human trafficking from supply chain
by Lisa Biank Fasig — Director, JZMcBride and Associates
A pile of honeycrisp apples in the grocery aisle isn't likely to get shoppers thinking about human trafficking, but some shareholders of Kroger Co. want it to.
read nowAt Best Buy, the best customer experiences come from employee buy-in
by Bryan Pearson — President, LoyaltyOne
Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is…
read nowA case for simplicity in retail
by Chris Petersen — Owner, IMS
Nothing seems simple anymore. It's amazing how complex our lives have become with the technology that was supposed to simplify our lives! As I was trying to…
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