Newsletter Articles: Store Operations

Holiday Shoppers: When Lines Get Long – Will They Leave?

November 25, 2014

As promised in my article a few weeks back, I’ll be sharing some data sporadically over this holiday season from one of the most ambitious research projects we’ve ever taken on. Data which has, for the most part, remained unseen in the public domain until now. Just about this time last year we partnered up […]

Some Valuable Holiday Data

November 11, 2014

Here’s something cool. During last year’s holiday season, we conducted one of the most ambitious research projects we’ve ever taken on – comparing retailers’ holiday expectations with consumers’ actual holiday shopping experiences – in 8 different countries all across the globe, and in each region’s native language. We surveyed 400 retailers before Black Friday weekend, […]

Omni-Channel Equals Customer Centricity

November 4, 2014

A couple of random events collided for me in the last couple of weeks, and it jolted me enough that I think it is a good reminder for anyone interested in the future of omni-channel. Omni-channel is not, as you might believe, all about merging channels into one cohesive brand experience from the customer’s perspective. […]

Yes, I Have Tried Apple Pay

October 21, 2014

Last week I wrote an article about how bad the EMV situation appears to be in the United States as we near some big deadlines for deployment. Today, I have a happier story to write about the payments space, and that is all about Apple Pay. If any retail purchase I have ever made qualified […]

Holiday 2014: Expect a Wild Cyber Weekend

October 21, 2014

Last week I took a call from a reporter who wanted me to prognosticate on the impact of mobile on Black Friday this year. Just the question brought up the bigger issue: what are the overall prospects for Black Friday/Cyber Monday and the rest of the 4th Quarter 2014? In our 2014 benchmark study on […]

EMV’s Broken Promises In The US

October 14, 2014

At the end of October I am traveling to Amsterdam to speak at a conference. In preparation for the trip I called the two companies that have issued me credit cards that I plan to use on the trip: American Express and Chase. While on the phone telling them that I was traveling abroad and […]

Mobility Marches On

October 7, 2014

My partner Paula Rosenblum and I are getting ready to launch our annual survey on the state of Mobile in Retail. Funny thing is though, as mobile becomes less of a “thing” and more of just an integral part of daily life – for both shoppers and retail workers – how do we carve out […]

Our Take on 2015

September 30, 2014

In case you missed it, we presented our 2015 research agenda in a special-event webinar last Thursday. The occasion really serves two purposes: first, to make sure you know where we’re headed with our surveys and benchmark research in the coming year. But just as importantly, for you to get a chance to let us […]

Stores: Not Just Popular with Shoppers

September 23, 2014

Hard to believe, but our annual Store Report was published 90 days ago. And in that brief three months, it’s become one of the most widely-read and successful reports we’ve published recently. More than 715 people have downloaded it in those first 90 days alone, but far more importantly; the number of globally powerful retailers […]

Diapers! Who Knew?

September 9, 2014

I had an invitation to speak at a meeting sponsored by the RDIA – Retail Diaper Industry Association – last weekend in Las Vegas. The RDIA meeting was located within the ABC Kids Expo at the cavernous Las Vegas Convention Center. It was a really BIG show (with apologies to both the NRF’s BIG Show […]

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