retail

Instant Checkout: Transforming Customer Experience with Shell

Self-checkouts are supposed to save us time, but crumpled barcodes in unpredictable packaging locations requiring individual scanning, and the dreaded ‘unexpected item in the bagging area’ warning message can quickly turn a trip to the shop into an extreme test of one’s patience. The longer and more arduous the process to check out, the more […]

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CMO Live Chat with THINK Leaders

What challenges face chief marketing officers who seek to excel in data-driven leadership and the creation of engaging customer experiences? On February 9th we asked a panel of experts to share their wisdom on this topic and join us for a chat, which is archived in the comment section below. Our panel included: Carolyn Baird, […]

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Retail and Security Live Chat with THINK Leaders

Woman using mobile phone while shopping in supermarketEditor’s note: the live chat in the comments section is from January 28, 2016. As key purchasing moments increasingly move online, new opportunities for retailers to enhance their customer experiences emerge. Unfortunately, so do new opportunities for cybercrime and security breaches. Brian Kilcourse (@KilcoRSR), Managing Partner at Retail […]

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NRF prep for CMOs: 4 key tech trends

  This National Retail Federation’s annual convention and expo opens on January 17 in New York and runs through January 20. If you’re a retail CMO or one of the 33,000 retail professionals flocking to the Javits center in Manhattan for “The Big Show,” you’ll likely have conversations with your peers and colleagues on topics […]

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Getting pricing right is mostly a science

Product pricing has long been considered part art, part science. Getting it right is crucial, since even the smallest fluctuations in pricing can have profound effects on revenue. And it’s an important component of the CFO’s mandate to keep costs down while supporting profitable growth. Big data is making it easier for CFOs to implement […]

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Tell your brand’s story

Stories are the most familiar, natural and memorable way of communicating information between people. Before the written word emerged, there were stories to help people pass along a message in an enjoyable, meaningful way. As Jason Silva, host of National Geographic Channel’s Brain Games, recently said, “We are narrative beings. Our humanness is built on […]

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Know your customers without knowing your customers—and without being creepy

Enterprises with a strong understanding of their customers are 60 percent more likely to financially outperform their peers.1 But there’s an important balance to be struck. As companies strive to understand, even anticipate, their customers like never before, they are finding that certain lines must not be crossed. For those with valuable brands, missteps can […]

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Know when to be quiet

It wasn’t long ago that job one in marketing was to get your message across. Broadcast the merits of a product. Highlight the image and the brand. Trumpet successes. But shouting from rooftops has become less effective, and can even be damaging. For example, more than half of respondents in one survey reported a less […]

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Next-best-action: New vocabulary

An approach to improving customer experience that uses predictive analytics to personalize and optimize each customer interaction, regardless of channel. What it means A customer calls a bank to inquire about acquiring a credit card. How does the agent respond? Consider all the questions that drive that response, including: Who is this person? What is […]

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Sahal Laher: Breaking down the barriers to omnichannel

Brooks Brothers is America’s oldest clothing retailer, an iconic brand known for its high-touch service and classic style. The ability to reinvent clean lines in a way that feels fresh and relevant is one of the qualities that has allowed Brooks Brothers to remain vibrant over its 186-year history. The celebrated look of “Mad Men,” […]

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Paolo Bonsignore: Ditching the hard sell in favor of engaging content

Whether it’s a potent shot of espresso or a foamy cappuccino (but rarely after 11 a.m.), coffee is Italy’s national drink. Thanks in part to the Illy family of Trieste, the Italian love affair with coffee has gone global. Known for its uniquely rich blend and loyal following, the 80-year-old Illycaffè has a presence in […]

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John Rogers: Turning to data for growth, even in an economic downturn

J Sainsbury is on a roll. In early October, Britain’s No. 3 food retailer Sainsbury booked its 35th straight quarter of growth. That’s no small feat when you consider the moribund UK economy has sunk plenty of national retailers. Sainsbury’s CFO John Rogers believes the retailer managed the economic downturn so much better than rivals […]

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