Next-Gen Experience Management: Stop Reacting, Start Anticipating
February 23, 2021 at 2:51 pm

In a rapidly changing retail environment, there's one seemingly obvious constant. A positive experience, whether with a brand, product, service or an employee, forms the foundation of meaningful customer engagement and drives sales. The imperative, therefore, is for companies in all industries to figure out how to create experiences that reflect exactly what their customers…

Competing With Amazon: It’s All About Trust
November 24, 2020 at 5:30 pm

Amazon.com is big. Powerful, too. The vision of Founder and CEO Jeff Bezos is remarkable. It's astounding to consider Amazon’s ascension began just 26 years ago in 1994. While I don’t always agree with Amazon’s practices, I have a great deal of respect for Mr. Bezos as an entrepreneur, a visionary, and for the brand…

Coronavirus and Marketing Automation: Let's Be Careful Out There
March 16, 2020 at 3:22 pm

I'm no stranger to writing about disaster preparedness and crisis management. I live in an area where we get hit with a hurricane every few years. And while we're in uncharted waters here with the COVID-19 Coronavirus, there are some things that marketers forget about doing in times of crisis. I will leave up to…

Why Pulling Out of Amazon is the Smartest Decision for Your Brand
November 19, 2019 at 11:56 am

Nike announced last week that as part of the company’s focus on elevating consumer experiences through more direct, personal relationships, it will stop selling its merchandise directly to Amazon.com. Here’s why Nike made the right decision. Partnering with Amazon undoubtedly has benefits — namely, a built-in audience and speedy delivery options. However, it’s crucial to consider…

How Will Retailers Deal With the New Tariffs Heading Into Holiday 2019?
November 19, 2019 at 11:10 am

The retail industry is feeling the effects of 15 percent tariffs imposed on Sept. 1 on a wide range of consumer imports, and is bracing for the impact of their expansion to additional goods on Dec. 15. These tariffs cover a total of about $300 billion worth of imports from China. Increases on tariffs imposed…

Making Insights Actionable: Combining the Consumer’s Voice With Artificial Intelligence
September 5, 2019 at 3:23 pm

The retail industry, like many others, is being disrupted and permanently changed by the ever-increasing capabilities and applications of artificial intelligence (AI) and machine learning (ML). As I wrote in my last post, we're just beginning to see the benefits of AI and ML implementations in the retail sector, but they've already helped forward-thinking companies…

AI in Retail: Sizzle or Steak?
June 12, 2019 at 11:49 am

With all the buzz about artificial intelligence (AI) these days, retailers are naturally asking, “Is AI for real, or is it just a passing fad?” Nearly every retail technology company is now slapping the “AI” moniker on their marketing materials, but which AI applications are really moving the needle for retailers? A Gartner report released…

Tariffs: How Smart Retailers and Brands Are Handling the Trade War
February 19, 2019 at 11:24 am

The trade war with China has been cited as a primary cause of much of the recent economic volatility, from the stock market dive last fall to fluctuations in oil prices. While it's clear that tariffs are creating some level of instability as companies and investors try to guess what will happen next, many retailers…