Newsletter Articles: Retail Strategy

The Pricing Paradox

April 15, 2014

There’s a reason the newsletter you’re reading is called Retail Paradox. When we started RSR (on June 15 it will be eight years! Time flies!), we observed three essential paradoxes retailers were grappling with: the shift to global supply while trying to satisfy far more local demand, the imperative to improve customer service while also […]

Demandware Exchange: Go Big or Go Home

April 15, 2014

Last week was my first time attending Demandware Exchange, and probably not coincidentally, I picked a good time. The company had a lot of announcements to make, and many were things I typically get very interested in. So first, if you’re still thinking of Demandware as the little eCommerce company that tends to run the […]

Inspire 2014: A Lot More than Printers & Signs

April 8, 2014

I had the opportunity to present at this week’s Inspire Conference in Las Vegas, hosted by Lexmark and Perceptive Software (a division of Lexmark). It was a double pleasure because I was sharing the stage with my friend and industry colleague, Dean A. Sleeper, the founder and CEO of AccessVia, which was acquired by Lexmark […]

What Consumers Say about Mobile

April 8, 2014

If you read our research, you know that we typically don’t survey end consumers. Our core offering – benchmark reports – are conducted by a) picking a topic that is highly relevant to the current retail landscape and then b) asking retailers what they self-identify as the biggest challenges, opportunities, and roadblocks within that topic. […]

Who Owns the Customer Experience in Retail?

March 25, 2014

I had the opportunity to present to a technology company’s advisory board, a table full of eight or nine different retailers, representing the full breadth of retail verticals and sizes. I ran through the current state of omni-channel, expecting to breeze through the first few and delve deeper into topics like the future of the […]

What Are Retailers Doing with Mobile Technologies?

March 25, 2014

As I wrote about in my article last week, for all retailers, an eCommerce site that can extend to mobile is the best technology approach for their customer-facing mobile strategies. This is important, since it indicates that retailers aren’t thinking of mobile as yet another selling channel separate from eCommerce. The notion of channels begins […]

In-store Tracking and Data Security: The FTC Is Getting Involved

March 11, 2014

Retail used to be a simple business, buy stuff, put it in stores, sell it, and tabulate the results. But technology has made our industry more complex. We have new things to think about. In fact, technology has expanded our choices to a point where we have to ask ourselves, “Just because we can do […]

In the UK, John Lewis Shines

March 11, 2014

In 2011, I reviewed a book entitled Spedan’s Partnership – The Story of John Lewis and Waitrose, by Peter Cox. I met Peter, the retired IT Director of Waitrose, in 2005 when he and I were helping out with the Global Retail Technology Forum in Barcelona. In 2010, Peter published the story of the partnership. […]

Net Un-Neutrality: Consider Yourself Warned

March 3, 2014

Back in January, I wrote a piece about the dangers of not getting engaged in the “Net Neutrality” debate. The bottom line was this: “…it’s important! Edmund Burke, an 18th Century Irish political thinker and troublemaker, is quoted as saying that ‘people never give up their liberties but under some delusion.’ In this case, the […]

When Co-development Makes Sense

February 18, 2014

Recently we’ve received a fair number of inquiries from both retailers and technology vendors on the value of co-development. In plain English, co-development is a retailer and tech vendor working together to create a new version of a product, or even an entirely new product. Both have the understanding and expectation that the technology will […]

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