Future of Retail (as seen in 1992)
In 1992, I was part of a team at Blockbuster Entertainment that imagined what the future of entertainment retail might look like. We believed that consumers wanted "Songs" rather than albums, and...
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Mini-Store Visit: Office Max
Walking my local OfficeMax this week, I noticed a few customer experiences mistakes. When you see something “not quite right” with a retail customer experience, one question that always comes up is if...
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Store Tour: Penzeys Spices Does Great Retail
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...
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Will first generation customer experiences kill location based marketing?
A comment on twitter caught my attention last week… Gap won’t honor their Foursquare discount unless you get credit card. No asterisk or anything on special. Won’t see me there for a while. I’ve seen...
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Store Tour: KEEN Retail Flagship
Portland, Oregon based KEEN, Inc is a footwear manufacturer founded in 2003 by Martin Keen and Rory Fuerst. The first product, the KEEN Newport, was a sandal with a thick black rubber toe protector....
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Best Buy Deploys QR Codes to Enhance Shopping Experience
This month Best Buy added QR codes to the fact tags in all their U.S. retail stores, making them the first national retailer in the US to embrace their shopper’s desire to use mobile devices during...
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Why luxury brands should embrace mobile
The rapid adoption of the smartphone and the mobile medium is one of the most important trends that shopper marketers are tracking this year and next. Paradoxically, luxury brands (that cater to a...
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What E-commerce Sites Can Learn From Starbucks
Starbucks is unquestionably one of the most influential retailers on the planet; operating over 17,000 stores in 50 countries. It’s only natural that the retail world follows any new Starbucks...
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What the new Top Level Domains mean for E-Commerce
ICANN (Internet Corporation for Assigned Names and Numbers) is responsible for assigning and managing generic top level domains (aka gTLD) such as .com .edu .biz. In June of 2011 they announced a they...
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The Promo Code field could be costing Sears’ e-commerce $16M a month
When looking to improve performance of an e-commerce site, one of the best places to start looking is at the bottom of your checkout funnel. If a shopper has gone to all the trouble to discover...
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What Amazon Firefly means for commerce
The new Amazon Fire Phone launched yesterday, and the internet is buzzing about whether this new device will be a hit or a flop. I believe that the Fire Phone is a significant milestone in the...
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Hey, Who Moved My Storefront?
We used to go shopping; now we are shopping. Smartphone in hand, we start our shopping experience by accessing nearly perfect information – product specs, ratings and reviews, competitive pricing –...
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Bridging The Mobile Gap
This quarter, we hit two milestones in retail. Target, Best Buy and Walmart all had 50% or more of their website visitors coming from mobile devices. And the overall time shoppers spent on retail sites...
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Where’s Your Social Proof?
One thing hasn’t changed since the dawn of retail: We feel more confident in our choices when we know people like us have made the same choice before us, and had a good outcome. Early carpet and spice...
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The Two Overlooked Musts Of Omni-Channel
With smartphones conditioning a generation to expect what they want, how and when they want it, omni-channel has become the ante for retailing’s future. Retailers need to move beyond their channels to...
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It’s Time For A Commerce Approach To Media
The industry-standard approach to media advertising is obsolete. You’re more likely to survive a plane crash than you are to click a banner ad. And you can research and buy virtually any product, at...
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Why luxury brands should embrace mobile
The rapid adoption of the smartphone and the mobile medium is one of the most important trends that shopper marketers are tracking this year and next. Paradoxically, luxury brands (that cater to a...
View ArticleClik here to view.
What E-commerce Sites Can Learn From Starbucks
Starbucks is unquestionably one of the most influential retailers on the planet; operating over 17,000 stores in 50 countries. It’s only natural that the retail world follows any new Starbucks...
View ArticleClik here to view.
What the new Top Level Domains mean for E-Commerce
ICANN (Internet Corporation for Assigned Names and Numbers) is responsible for assigning and managing generic top level domains (aka gTLD) such as .com .edu .biz.In June of 2011 they announced a they...
View ArticleClik here to view.
The Promo Code field could be costing Sears’ e-commerce $16M a month
When looking to improve performance of an e-commerce site, one of the best places to start looking is at the bottom of your checkout funnel. If a shopper has gone to all the trouble to discover...
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