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Mobile Success Requires Personalization
Mobile Success Requires Personalization
September 2, 2014

Last week, the e-tailing group released its fifth annual Mystery Shopping Report. Its focus on mobile customer experience was of particular interest to me, because it reaffirmed that, while retailers rank mobile as a top priority, they’re still in the...

The Unspoken Secret of Big Data
The Unspoken Secret of Big Data
August 25, 2014

I recently read an article in The Economist’s Schumpeter business and management column titled, “Little things that mean a lot.” The article’s key takeaway is that, based on all the hype around big data, managers across all industries have been...

Why the New Gmail Unsubscribe Button is Not the End of Email Marketing
Why the New Gmail Unsubscribe Button is Not the End of Email Marketing
August 18, 2014

Email marketers have a tough job and Google generally does not make it easier. First, the company introduced an automated spam filter with mysterious and constantly-changing rules. Then it rolled out the “Promotions” tab which automatically moved...

What the 2014 Back-to-School Season Teaches Us About Omnichannel
What the 2014 Back-to-School Season Teaches Us About Omnichannel
August 13, 2014

A recent Accenture study found that 89 percent of parents of kindergarten- to college-age children plan to visit stores to save on delivery charges, get their hands on products before purchasing and ask about price matching this back-to-school season....

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Why I’m Psyched about CUNY’s New Campus…and You Should Be Too
August 11, 2014

  I don’t go to CUNY nor am I an alumnus and no, I don’t know anyone who attends, but nevertheless, I’m thrilled that the school has announced that it will renovate its existing campus in New York City to establish a Center for Digital Scholarship...

Take a Page Out of Bezos’ Book
Take a Page Out of Bezos’ Book
August 6, 2014

“We don’t make money when we sell things. We make money when we help customers make purchase decisions.” – Jeff Bezos in The Everything Store Ask any retail executive what keeps them up at night and, chances are, you’ll hear that Amazon.com...

Brick-And-Mortar is the Newest Trend in Ecommerce
Brick-And-Mortar is the Newest Trend in Ecommerce
July 21, 2014

We’ve all heard it before – brick-and-mortar retail is dead. Or at the very least, slowing dying out. But if you’ve read this blog with any regularity, you know I have my doubts. In fact, I’ve even argued that in-store experiences are key to a...

IBM Online Retail Holiday Readiness Report - Christmas in July? Not quite, but it’s time to get ready!
Christmas in July? Not quite, but it’s time to get ready!
July 15, 2014

You may still be digesting your hot dogs and nursing sunburns from the July 4th holiday, but in the minds of many retail executives, July is long gone and the holidays are already top of mind.  This year in particular the pressure is on; Internet Retailer...

Why Retail is Better Today
Why Retail is Better Today
July 8, 2014

In a recent Forbes article, Contributor Nicole Leinbach-Reyhle argues that retail today “isn’t what it used to be,” particularly in the area of customer service. She argues that while “consumers and retailers have the chance to be more in touch...

Photo Credit: Marketoonist
Why Loyalty Programs Are Only a Piece of the Omnichannel Puzzle
July 2, 2014

Loyalty programs have been a cornerstone of retail marketing for decades, with millions of consumers enrolled in their favorite retailers’ clubs. The old “buy 10 get the next one free” punch-cards have evolved to more sophisticated programs that...