Ron Johnson Out: The Customer Experience Files
I was in a cab yesterday with my wife, who works in the fashion industry, and she casually mentioned that Ron Johnson was out at JCP. I can imagine that everyone in the retail and fashion industry was aware of this 12 hours before the rest of us. This morning I was watching Squawk Box [...]
Amazon Rock Solid, Netflix Still Struggling With Customer Satisfaction
The latest results of the American Customer Satisfaction Index for retail and e-commerce show Amazon with a solid lead in customer satisfaction in both Internet retailing and across the entire department, discount and specialty retailer chain categories. Their score of 85 on the ACSI Index puts them ahead of Nordstrom (84), Target (81) and Kohl’s [...]
Sales Productivity Kickoff
We are at it again and why not? It’s the start of another year and people are doing predictable things like having kickoffs of all sorts of things. I just launched a new website and several new initiatives in research and thought leadership so I am no exception. I am drinking the Kool-Aide, eating my [...]
NetSuite deepens Retail presence
I have written about the attractiveness of NetSuite’s cross-channel “commerce-as-a-service” capabilities to fast growing retailers like Ibex. Ibex uses NetSuite to manage customer interactions across smartphones, tablets, PCs and brick-and-mortar stores. So, I am not surprised to see NetSuite acquire Retail Anywhere’s business. Retail Anywhere has sold Point of Sales functionality on traditional POS terminals [...]
How Cloud Computing Is Accelerating Context-Aware Coupons, Offers and Promotions
Retailers and marketers often face the challenge of getting coupons, offers and promotions delivered at the perfect time and in the right context to their customers. The rapid advances in cyber foraging, contextual computing and cloud computing platforms are succeeding at revolutionizing this aspect of the retail shopping experience. Context-aware advertising platforms and strategies can [...]
The Gap: System and process errors disrupt shopping experience
As author of the Beyond IT Failures blog, I am no stranger to problems that cause endless hassle to consumers, although usually I describe situations that happen to others. Today, however, I can offer a first-hand account of system errors at clothing retailer, Gap Inc., which owns major brands Gap, Banana Republic, Old Navy, Piperlime, [...]
AisleBuyer: At the Intersection of Consumer and Enterprise Technology
Tweet Where Many Goliaths Have Failed, A David Comes Forward Thinking about it now, the David and Goliath metaphor may not work perfectly, but it does quickly focus this post. The enterprise world has spent untold billions of treasure on customer relationship management over the past two decades, and you have to ask to what [...]
Zara and Beyond: Does Your Supply Chain Support Modern Slavery? (Part 1)
When we think of slavery, we usually think about the term historically. African Americans were enslaved in America, Jews were enslaved by Pharaoh, so and so forth — essential history lessons that should inform modern thinking, but som…
Serendipity Happens… to Deliver Million$
As the world turns… social, expect to be surprised by the fruits of serendipity. When large workforces embrace working socially, or as I love to call it – in “socialworking” mode, they discover new ways of solving problems and creating opportunities. Insights are revealed in the fluid web of connections and sharing. We’ve seen a [...]
Big Data and the New Face of Commerce
Here’s a simple task, let’s say you have an antique that you want to sell on eBay and you need to figure out what it’s worth, what would you do? I’ve sold a few things on eBay and to work…
