The sixth step to multi-channel commerce
Step 6 is about customer service. Customer service poses an interesting problem for multi-channel merchants. A common complaint about customer service at brick & mortar stores is that a shopper...
View ArticleThe seventh step to multichannel commerce
We’re getting there, slowly but surely. This is the step where everyone wants to start … it’s time to set up a web site. Some of my consulting colleagues have reported there are over 900 ecommerce...
View ArticleThe eighth step to multichannel commerce
Step 8 is marketing & promotion. What a can of worms that is … or at least can be! And obviously, in a single post, I’m not going to cover this topic. This is a topic of unending variables. I...
View ArticleCustomer Engagement v Customer Service
I’m going to write about this again later, but here’s a link to a blog post by Seth Godin on Customer Service. It’s entitled, The only purpose of ‘customer service’. He makes a great point about...
View ArticleMore on Same Day Delivery
Anyone engaged in ecommerce operations is probably following the trade press reports on same-day-delivery. It’s a gee-whiz offer, but does it increase sales? Is it profitable? Is it cost-effective?...
View ArticleThe Impact of Omni-channel on Retail
The Wall Street Journal published a story this week about Macy’s, which focuses mostly only the perceived impact that an omni-channel strategy is having on their business, going forward. It’s worth...
View ArticleCash registers fade away as smartphones, tablets take over
This trend was very foreseeable. And anyone who doesn’t see it, needs to re-evaluate. Here’s a link the this story by the AP, published by Gannett … Link Note even Walmart is experimenting with an...
View Article9 Steps to Multichannel Commerce
This is a slide deck, which I produced and uploaded to slideshare.net. Click here.
View ArticleAxle Digital Announces Launch of Grand Central Commerce Platform for...
Axle Digital Announces Launch of Grand Central Commerce Platform for Multi-Channel and Social Commerce | Virtual-Strategy Magazine. This is an interesting develop … the continuing integration of social...
View ArticleIs show rooming a problem?
Well clearly, it is for some brick & mortar retailers. At least they think it is. It’s even reached the pages of the NYTimes (subscription required). The NYTimes article even postulates that...
View ArticleNine Steps to Multichannel Commerce
Nine Steps to Multichannel Commerce This is a PDF copy of a presentation on the major necessary steps to fully implement a multichannel commerce strategy, which is required precursor to an Omni-Channel...
View ArticleThe Challenges of Direct-to-Customer Commerce
Where the market is today Direct-to-customer sales are growing faster than retail overall The most profitable customers buy through multiple channels – store, catalog, online Customers want a uniform...
View Article9 Components of Successful Direct Commerce
These are the nine component systems, which should be in place, to execute a successful direct-to-customer retail commerce strategy. The order is significant in only one point — marketing should be...
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