December 14, 2012




The True Story of a Seamless In Store Return at Old Navy

On Nov. 26, or a day better known to the ecommerce world as Cyber Monday, I was given the assignment to use my iPhone 4S to shop online using any personal email promotion I received for that day in my inbox. …

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In Email, Mobile

December 12, 2012




Office Depot Announces In-Store Pick Up Within Hour for Online Orders

Office Depot has announced that customers can now pick up most of its online inventory at a traditional brick and mortar store within an hour of ordering from the web.
In a press release, the office supply retail chain said …

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In Email, Operations & Fulfillment

December 3, 2012




5 Tips to Turn Showrooming Consumers into In-store Customers

Is that a competitor lurking in aisle 7?! Retailers nowadays are increasingly contending with questions like this one. No, they’re not being infiltrated by a new and insidious breed of corporate spies. Rather, consumers – via their mobile devices – are inviting …

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In Analytics, Channel Integration

September 25, 2012




Buy Online and Pickup in Store for iPhone 5

Rumors have been flying all over the internet for the past several days, but it turns out that Apple will in fact offer a buy online and pick up in store option for the much sought after iPhone 5.
Follow US! @…

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In News, Operations & Fulfillment

March 6, 2012




Continuing the Customer Conversation In-Store and Online

I’m growing tired of this question: How do I drive an in-store customer online and vice versa? It’s not a bad question, but I do feel that it is being asked in the wrong way. The question should …

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In Channel Integration, Cross Channel

December 8, 2011




Amazon Encouraging Mobile Shopping In-Store

The warning signs about confident consumers shopping on Amazon while browsing your store’s merchandise have been evident, and now the ecommerce giant is encouraging smartphone owners to do so. As an added incentive, Amazon is giving customers using Price Check …

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In Mobile Commerce

small kittens

August 3, 2015




Beacons: The Next Kitten-Killer?

If you enter my office at work, you’ll see one book prominently displayed for all to see: Scott Stratten’s “QR Codes Kill Kittens.” Abundant with humor, the premise is, if we thought a new marketing program would kill …

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In Blog, Ecommerce

mobile-barcode-scanning-300

August 3, 2015




3 Ways Brick-and-Mortar Stores Can Win at Webrooming

There is no stopping the rise of online shopping. The product options are endless, it’s simple, more convenient, often cost-efficient—and the list goes on. It’s no shock that ecommerce has been lauded the future of retail, reaching $1.5 …

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In Blog, Ecommerce

Omnichannel, omnichannel fulfillment, omnichannel retail, omnichannel operations, ecommerce, retail ecommerce, Amazon, Amazon.com

August 3, 2015




Retail Bloopers and the Role of Attribution in Delivering an Omni Experience

Recently, I was at a national big box chain store that I knew and loved. In addition to shopping my local branch of their store, I also often browsed their website on my home laptop, and had joined their mailing …

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In Blog, customer experience

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