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No Personalization. No Loyalty. No Customers.

No Personalization. No Loyalty. No Customers.

Remember going into a store and seeing this famous iconography on the door: No shoes. No shirt. No service. Believe it or not, some retailers still think this is true. As I was reflecting on where digital is going with customers these days, it suddenly occurred to me...
The retail apocalypse and what I learned from the 80s

The retail apocalypse and what I learned from the 80s

This year has been a great year for me: visiting and talking with a number of retailers, in multiple verticals, and around the globe.  I’ve made some common observations among those retailers who are making it, those who are seeing their revenue grow profitably, and...
Everyone’s an expert … until they’re not

Everyone’s an expert … until they’re not

It’s easy they said. No problem they said. The number of times I’ve heard promises from vendors that end up falling flat are too many to count. And though I don’t mean this article to be a condemnation of most vendors—honestly, you’ll see where I’m...
Are you using real metrics to drive success?

Are you using real metrics to drive success?

There is the old adage: If you can’t measure it, you can’t manage it—I couldn’t agree more. There is also an old lyric that states that the road to Three-mile Island was paved with good intentions. The point is, for all the best laid plans most...