Category Archives: Cross-channel
Multichannel Convergence
I’m almost tired of the word. It hasn’t reached the status of “robust” or “ubiquitous”, but everywhere I turn the term convergence is being thrown around. It does wrap around the concept it describes like polar fleece on a cold New England night. Beyond the crisis of our recession and the recalibration of American consumer … Continue Reading
2010: A New Year Brimming with New Opportunities
As we welcome 2010 I ask what will be the next step in the ongoing evolution of the online shopping experience—as it advances beyond a transaction-only focused environment to a rich experience that provokes product discovery and engagement. Retailers worked hard in 2009 to improve the online experience, and shoppers rewarded us accordingly. A new … Continue Reading
The “New” Rules of Customer Engagement in a Contracted Economy
Those of you working the very front lines in the retail sector know the realities of operating in this new, new economy. And frankly, we are entering un–chartered waters as we now must market and merchandise to a new type of customer motivated by not just price but something much deeper—fear. As Paco Underhill, the … Continue Reading