Excuse the personal note, but I started a new job this week. I’ll be leading the Strategy and Customer Experiences teams for CrossView Inc, a best in class solution provider enabling cross-channel shopping experiences [Read More]Continue
shop.org held it annaul summit in Dallas Texas this week. It featured great discussions around the influence of mobile, social networking, and the convergence of shopping channels on retail. Here is my recap. [Read More]Continue
Best Buy says 60% of its’ U.S. store sales are influenced by customers’ experience on bestbuy.com and 40% of the products they sell online are picked up in-store. [Read More]Continue
Best Buy adds QR codes to all their retail stores. 82% of consumers already use mobile phones during their shopping trips, so it’s critical that retailers understand and embrace this new shopping behavior. [Read More]Continue
In August, KEEN opened their first branded retail store in the trendy Pearl District of Portland, Oregon. The 900 square-foot store called “the Garage.” A shoppers first impression is that this is a high-energy, fun place to shop. The overall customer experience is very favorable. [Read More]Continue
First generation customer experiences from retail location based marketing pioneers such as ShopKick and FourSquare leave something to be desired. Will these early experiences get shoppers excited and hungry for even better experiences, or will they be disappointed and become difficult to win back?
It’s understandable to “cut some corners” to get a proof of concept in the marketplace, but it’s vital to pick the right places to save effort. Marketers must deliver a compelling customer experience from day one! (read more)Continue
It’s been a remarkable day in the evolution of Location Based Marketing. The day started with ShopKick launching in 257 Best Buy stores; and ended with Facebook announcing a location based marketing solution.
Here is a recap to help you catch-up and my own predictions about where we will be going. (more)Continue
I live in a great urban retail district in Portland, Oregon called the Pearl. This week I was surprised to notice a new retail shop open in my neighborhood. Penzeys Spices is a 50 year old company that operates 48 stores and they do it quite well.
Their value proposition is that they provide high quality spices to the home cook, at affordable prices. The design of their retail stores is very consistent with that promise. (more)Continue
When you see something “not quite right” with a retail customer experience, one question that always comes up is if the mistake was in the design or the execution. Obviously one element of good design is that it can be easily executed in the store. If the fundamental flaw is in the design it means it’s going to be a flaw across an entire chain, while flaws in execution can be localized to one of more stores.
Walking my local OfficeMax this week, a few customer experience mistakes jumped out at me: (more)Continue