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Log In / Register | Apr 25, 2014

Who Owns the Customer Experience in Retail?

I had the opportunity to present to a technology company’s advisory board, a table full of eight or nine different retailers, representing the full breadth of retail verticals and sizes. I ran through the current state of omni-channel, expecting to breeze through the first few and delve deeper into topics like the future of the store. That was not to be.

Frigid Temperatures Send Weekly Sales Sliding

Chicago's Lake Street the first week of January 2014
Chicago on January 2nd, 2014. Photo by Gregory Wass

NEW YORK – Frigid temperatures sent weekly sales sliding last week. 

Holidays Look Good, Merchants Ready for Shopping

A Gymboree franchised store
photo by bmm

NEW YORK – Consumers took advantage of Veteran's Day sales and gave retailers their second consecutive week of positive sales results.

Merchandising's Magic Bullet Syndrome

We’ve just recently released our annual Merchandising benchmark report, and with it, we’re starting to see a more focused picture of today’s merchant.

The Protagonist in Brand Storytelling and Retail

I’ve been working to crack the code on fiction writing for several years now, mostly as a hobby just because I don’t have more time than that.

Employees Who Care

RSR has long sung the virtues of an empowered, knowledgeable workforce. It’s time to also sing the virtues of employees who care enough to do the right thing in a timely way.

Retailers Report Strong January Sales Despite Payroll Tax Rise

NEW YORK — In further evidence that the economy's private sector is gaining steam, U.S. chain-store retailers sizzled in January, posting a gain of 4.5% compared to last year.

Being Context-Aware Is New Bar for Customer Service

I have to start this article with a couple of caveats. I’m about to share with you a customer service fail that happened to me in the week following the NRF Big Show.

Bad Marketing Losing Retail War for J.C. Penney

We wrote a column a while ago about how J.C. Penney, wasn’t a brand in the classic sense, if you defined that as a name imbued with some differentiating meaning.  Oh, no differentiating just on price, which would more accurately make it a commodity.

What I Learned at the Mobile Marketing & Commerce Forum

Last week I attended the MMCF – Internet Retailer’s Mobile Marketing & Commerce Forum. I could attempt to organize everything I learned into some kind of story or structure and say that it all ties nicely together, but that would be really hard.