Newsletter Articles: Store Operations

Where Are Mobile’s Biggest Opportunities?

April 26, 2016

As a shopper, what do you use your mobile phone for most? I’m asking in the traditional retail, sense, of course – not the texting between social media sessions or weather checks (all of which can certainly factor into retail shopping these days). But more in the sense of finding a store, or searching for […]

‘Shopper Journey’ Doesn’t Mean What You Think It Does

March 28, 2016

A couple weeks ago I was on a briefing call with a vendor who started talking about customer or shopper journeys in a way I’d never heard before. They were talking about journey design and how to incent consumers to take desired next steps in the “journey process”. That conversation gave me a sinking feeling […]

Retail Disruption In Action: How I Fell In Love With Warby Parker

March 22, 2016

Last week I paid my first visit to Warby Parker in Wynwood, Miami. The visit was noteworthy for several reasons: a great customer experience, very comfortable glasses, and a completely different model of optician. Most opticians’ offices remind me of department stores, but with a smaller footprint. You get a dazzling assortment of glasses, all […]

RBTE 2016: Retailers Must Be Digital Companies… With Stores

March 15, 2016

This year’s Retail Business Technology Expo (RBTE), held at London’s iconic Olympia Exposition Centre on March 9-10, was actually three shows in one: the retail technology event, the Retail Digital Signage Expo, and the Retail Design Expo. Taken in total, the event was a cornucopia of solutions focused on one of the retail industry’s biggest […]

Sam Ash: How One Retailer Just Made A Lifelong Customer

March 1, 2016

Fair warning: this isn’t a technology story. Nor is it an article about a specific best practice all retailers should follow. But it is an anecdotal story about exceptional customer service, and about store associates going well above and beyond the daily routine to solve a customer’s problem. And in an age when we write […]

Small Town Blues

February 23, 2016

Small towns have been in the retail news a lot lately, and not for the best of reasons. In particular, Walmart’s announcement that it would close more than 150 U.S. stores has caused many small towns to cry foul because of lost tax revenue and the impact to local employees and consumers. That complaint is […]

The Future Of Self Service In Stores Is Dire

February 23, 2016

Ever since RSR’s webinar on the NRF Big Show, one topic keeps cropping up over and over: self service in stores. To talk about this topic in any meaningful way, you first need to keep in mind that the need for self service in stores differs significantly by retail vertical. No one expects (or truly, […]

A Clear Message For Stores: Modernize… Or Close

February 16, 2016

At the NRF Big Show last month, we had a conversation with a sales executive from a big store technology provider. When we asked him how 2015 had gone, he expressed some disappointment, blaming the fact that retailers spent their time and money updating their payment systems to be EMV compliant, putting off any other […]

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, […]

2015: Promises Kept, Promises Deferred

January 12, 2016

It seems the past year went by in a flash, and it was an active one. To determine which retail tech promises came to fruition and which ones were deferred, I looked back at our post-NRF debrief. I was surprised how many never came to pass. Let’s take a look at some major themes: Focus […]

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