Browsing Category
Retail
75 posts
Passikoff: Black Friday is Getting a Little Grey
Tracking indicates Black Friday shopping has decreased over the past 10 years, replaced, pre-pandemic, by the rest of the year (with one in three consumers reporting shopping online at least daily)
Designing Value into Your Membership Model
There is no one formula for designing a compelling membership offering. But membership should be more than a basic loyalty program. It must offer either exceptional rational value or deep emotional value.
Consumer-Facing Companies Must Take Leaps, Not Steps
You must change at least as rapidly and profoundly as the shoppers you serve.
Count on ‘Seismic’ changes in consumer spending habits
Consumer spending habits are rapidly changing and brands need to adapt to the opportunities to cater to a ‘new normal’ of remote working and altered shopping frequency, a new study says.
Retail Recovery Will Require a Revolution in Curated Data
As retailers seek to jump-start buying behaviors and clear out inventory that’s been languishing in warehouses for months, they must turn their attention to curated data sets that can deliver the differentiated audiences they need.
The Cost of (Consumer) Confidence
The pandemic has clobbered consumer confidence, creating challenges and opportunities to which every organization — brand owners, especially — must respond.
Retail Is Sick: It’s Time for Wellness
Retailers limit themselves if they think of customer wellness just in terms of products consumers use, wear, put on their skin or decorate their homes with.
If There’s No Experience, Is Starbucks Still Starbucks?
You can't enter the stores. You can’t sit down, and you certainly can’t linger. What you can do is order by app or at the door, six feet away from a masked employees, and you can consume your coffee while you socially-distance while walking away from the store along on the sidewalk.
Did Fading Brand Loyalty Foreshadow J. Crew’s Chapter 11?
The January 2020 Brand Keys Customer Loyalty Engagement Index ranked J. Crew # 19 out of 20 Retail Apparel brands they tracked for sector loyalty.
How FreedomPay Became a 20-Year Overnight Success
FreedomPay didn't just don't show up with a checkbook and was suddenly operating with this kind of complexity at this kind of scale.
2019 Holiday Shopping: Q&A with Melissa Akaka
Some retailers have taken a "Black November" approach, and others have increased their promotions of cyber "Monday" sales
Holiday 2019 Forecast (Survey of Surveys)
The holiday season has begun, which means that dozens of studies are being issued forecasting spending trends, retail destinations and shopping attitudes.
Why a digital world needs physical retail
As retailers strain to keep up with the blistering pace of technology, the role of physical stores and real-world retail experiences has become more important than ever.
TheCustomer Podcast: Jillian Dimoff & Robert Passikoff (PART 2) – Customer Love
We take a crack at evaluating some well-known brands on the basis of how well they love their customers - as opposed to how well customers love them.
The Diversity Disconnect: First Insight Report Reveals Inclusion Issues at Retail
Nothing and everything in retail has changed. According to a survey by First Insight at the WWD Apparel & Retail CEO Summit in New York
Calling B.S.
Because we’re a fairly new publication I spend a lot of time explaining who we are and why we exist and, after several hundred of those conversations it occurred to me that one of the real reason’s we’re here is to bring some badly needed credibility to this space.
Actionable Insights: Combining the Consumer’s Voice with AI
The retail industry, like many others, is being disrupted and permanently changed by the ever-increasing capabilities and applications of artificial intelligence (AI) and machine learning (ML).
On-Demand Brands: Why Customer-focused Innovation is Key
Just 10 years ago, we regularly did the unimaginable: We’d walk out of a building and raise our hand, relying on sheer hope that a cab would stop to pick us up. Today, frustration sets in when our personal, on-demand chauffeur doesn’t arrive at the exact GPS coordinates our app specified.
Retailer Apps: A New Channel for Customer Engagement
Tuck professor Scott Neslin uncovers the best customer segments for retailer mobile apps.
Why brands keep emailing you to ask how you feel about them
Brands send emails. Brands send, by some estimates, more than half of all the emails that are sent worldwide.
Why Conversational Commerce is Coming Sooner Than You Think
Conversational commerce exchanges take place through text, voice and social chat apps, so that a brand reaches a customer as a known contact, available to transact and support at any time.
What To Do When Your Customer Changes the Channel
Fluent's research shows how top brands are mastering the challenge.
How to Show the Value of Customer Experience Efforts
Many companies have initiatives, but very few tackle CX in ways that are tied lockstep with their business strategies.
5 Ways Suppliers Are Closing the Customer-Experience Gap
Newly empowered customers want more—and not just from the Amazons of the world.
The Co-Op grows with strong customer insight
UK convenience retailer The Co-op is working on new customer insight to build on the success of last year’s summer, which saw sales soar on the back of the scorching weather.