Newsletter Articles: Cross-Channel

Unwrapping NRF 2016

January 26, 2016

In the last issue of this newsletter, before all four of the analysts here at RSR headed off to the biggest annual event in our industry – the National Retail Federation’s Big Show – I mused about which version of the show we might be in for in 2016. Would it be the first kind, […]

Retailers Caught In A Crossfire At NRF’16

January 26, 2016

The underlying truth of the last five or six NRF Big Show events, held every January in New York City, is that retailers have lost sight of where and how (and why) consumers shop. In “the old days” before we all had smart mobile devices, consumers generally did almost everything associated with shopping within the […]

2016: The Year Of…

January 12, 2016

So apparently I have a thing I do. I didn’t do it consciously, but I guess I have done it regularly: to declare the theme of the year in retail. I went back and looked at all of the articles I’ve written, and this trend started in 2009, when I declared it “the year of […]

The Year in Review: What Did 2015 Mean For Retail?

December 8, 2015

As I was trying to figure out what to write this week, I happened to look at the calendar and realize that this is my last article for our newsletter for 2015. That means one, the year went by entirely too quickly, and two, this is my last opportunity to say anything meaningful before the […]

Is Your Customer Data Valuable Or Is It A Banana?

November 10, 2015

Did you know that we humans have 50% of our DNA in common with bananas? I don’t remember where I first stumbled across this little factoid, but it was, as it was probably designed to be, just wacky enough to catch my attention. As far as advancing scientific knowledge, does it do much more us? […]

The State of Omni-Channel in Mexico

November 3, 2015

Last week I had the opportunity to present to a large group of Mexican retailers on the state of omni-channel. It was an interesting topic, because the local industry’s interest in omni-channel has taken a sharp tick upward, thanks to Amazon’s recent ramp-up of operations in the country. Mexico is a unique opportunity for both […]

Reports Of The Demise Of The Omni-Channel Shopper Are Premature

October 13, 2015

In RSR’s most recent benchmark on retailers’ omni-channel strategies, my colleagues Brian and Paula found the percent of retailers who report that their cross-channel shoppers are their most profitable shoppers is on the decline. Here’s the chart for easy reference:   Source: Omni-Channel 2015: Taking Time, Money, Commitment And Technology, September 2015 I’ve seen this […]

History of Omni-Channel Part 9: The Future

October 6, 2015

Editor’s Note: This is part 9, and the last in a series on the history of omni-channel. Part 1 addressed the point when customer centricity and “cross-channel” (the early days of omni-channel) first merged and became the foundation of what most people mean when they say omni-channel today. Part 2 talked about the tipping point […]

Converged Selling Channels: Just Do It

September 1, 2015

We’ve been writing, talking, tweeting, and blogging about this for years: the digital and physical selling environments are converging for retailers. RSR partner Nikki Baird’s excellent series in on “The History of Omni-channel” (available via the RSR website) explains not only how we got here, but what to do about it. The only reason selling […]

One In Seven Earthlings Used Facebook In A Single Day: A Community Too Big To Ignore

September 1, 2015

It was one thing when Facebook surpassed a billion users. That apparently happened in October 2012 and in some circles it was relatively easy to dismiss. Dead people, people with multiple accounts, people who signed up but never logged in, you name it. In fact, back then, even CEO Mark Zuckerberg acknowledged the company was […]

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