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Brick-and-mortar stores are under pressure to reduce costs, shrink, compete online, grow omnichannel and improve customer service in the new retail landscape. Retailers who are competitive and know their customers must provide relevant training to their workers. This will enable them…
Geekwire reported that Starbucks is testing a new Wi Fi login process in U.S. stores. Customers are asked to enter their email address before connecting. Starbucks has asked its customers to accept the terms and conditions to connect to its public network…
Yesterday’s keynote presentation at the Shoptalk conference was given by Jeff Gennette, CEO, Macy’s. Gennette described the company’s transformation strategy in order to recover from some tough years. The core of Macy’s transformation is giving customers choice. Gennette began his presentation by sharing…
Walmart Inc. yesterday announced it had signed a definitive agreement with Flipkart Group to be the largest shareholder. Flipkart Group is an e-commerce firm based in Bengaluru in India. It’s a global leader in electronics and large appliances as well as…
Clay Johnson, Walmart’s executive vice president and CIO isn’t afraid of failing. This was the key insight Clay Johnson gained from a conversation he had with Debbie Hauss (editor-in-chief, Retail touchPoints) at the Retail Innovation Conference this week in New York City. Johnson stated,…
According to an annual survey by Prosper Insights & Analytics and the National Retail Federation (NRF), Mother’s Day spending will reach a record $23.1 billion this year . Eighty-six per cent of Americans intend to celebrate Mother’s Day. They will spend…
According to the Bureau of Labor and Statistics, retail is the most important occupation in the U.S. The $13.20 hourly average wage is steadily rising with companies such as Amazon.com increasing its minimum wage to $15 an hour, and Target setting a 2020 goal to do the…
Signet Jewelers, owner of Zales, Kay Jewelers and Jared chains, reported low holiday sales and suggested that it would accelerate store closings. In the nine weeks ending Jan. 5, sales at stores that have been open at least 12 months saw a…
The Call Center is the Other Blind Spot Although organizations often refer to their call-center system as CRM, it is actually a contact management software (CMS). The front-end of a CMS is telephony (e.g. “What’s the call about?”) and automated experiences. The…
Do not count brick-and-mortar stores. Although clicks aren’t yet overtaking bricks in total retail sales it is true that e-commerce has fundamentally altered consumer behavior, and raised their expectations for customer service. According to the U.S. Department of Commerce , ecommerce still…