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TouchPoints TV is a periodic video podcast which covers the Retail Industry and offers insights from leading executives on emerging strategies, innovative products and services, and recent retail news. Subscribe to the feed and stay in touch with the latest retail happenings.

StoreTours: The RealReal

The RealReal has seen rapid growth over the past few years, due to consumers' growing appetite for luxury goods. Recently, the RealReal gave theRetail TouchPointsteam a tour of their new warehouse in Secaucus, NJ. In this episode of TouchPoints TV, Natalie Seufferlein, spokesperson for the RealReal, discusses the company's growth, plans for the new facility and how the company will get front-and-center during the holiday season.

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TouchPoints TV: The Importance Of A Video Commerce Strategy

Justin Foster, Co-Founder of Liveclicker, discusses the importance of a video commerce strategy moving forward for retailers. "Because consumers expect to see video, it's more important than ever that retailers integrate video throughout the customer lifecycle."

He also provides recommendations for constructing an effective video content strategy. Finally, he explains that when determining the success of video programs, retailers must review both quantitative and qualitative data.

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StoreTours: Lawrence Meyer, CEO, UNIQLO USA

It is evident that 2013 was an exciting year for UNIQLO. The retailer expanded rapidly in the U.S., and is on the path to becoming a household name for consumers around the world. During a very special interview with Retail TouchPoints, Lawrence Meyer, CEO of UNIQLO USA, reflects on the retailer's growth in 2013, and shares what's ahead in 2014. Meyer also shares his thoughts on the fast-fashion trend, and how UNIQLO is standing out by offering quality products at affordable prices.

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TouchPoints TV at #NRF14: Scott Knaul, SMK Workforce Solutions

The retailers able to deliver a consistent customer experience are the ones that are able to succeed, Knaul noted. Specifically around workforce management, retailers often are not optimizing their schedules and balancing the store workload. You need to get store managers executing consistently to deliver on the promise a successful customer experience, he explained. SMK is working with a number industry partners to promote workforce management through a 2014 webinar series. Those partners include Empower Software, The Connors Group and Opterus.

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TouchPoints TV at #NRF14: Curt Bimschleger, GENCO


Bimschleger shared his insights on the importance of effective omnichannel returns processes. Retailers today are asking for all-in-one facilities that include fulfillment and returns in the same building. Then you have a much more streamlined supply chain, he noted. "The stores now need to be prepared in the omnichannel world to accept returns from an online purchase. Sometimes the SKUs are different and that's not the easiest for some stores today."

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TouchPoints TV at #NRF14: Michael Colaneri, AT&T


Mobility is at the top of the list, then integration and analytics, according to Colaneri. “Mobility is a little more than just a smartphone that consumers have in their hands — they are looking at engaging with retailers throughout the shopping experience. From an integration perspective, retailers are very much interested in integrating the entire experience no matter what the touch point is.” Finally, the analytics associated with the behaviors of consumers are very important, he noted. Regarding the term “omnichannel,” Colaneri said he defines it as “a retailer looking at every single touch point a consumer might have with them.” I do see that continuing…the concept of engaging the consumer, no matter how they interface with the retailer, is very, very important.

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TouchPoints TV at #NRF14: Atul Jalan, Manthan Systems


Jalan discussed the future of analytics at a Big Idea session during NRF 2014. "Information has become intelligent," he explained. The Manthan customer analytics platform identifies specifics about customer behavior and purchasing. "We try to understand her social behavior as well, trying to achieve a 'segment of one.'" This helps retailers decide which offer and promotion to provide to a customer. Today, "analytics has closed the loop, and become truly actionable."

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TouchPoints TV at #NRF14: Russell Young, Stratacache


“Over the past couple years, retailers have been spending a lot of time trying to identify with themselves – What channels are we playing in,” Young noted. Now retailers need to accelerate their experiences within specific channels. Young mentioned wearable technology as a forward-looking trend to watch. The iBeacon also has entered the scene. Young explained: “While it’s great technology from a use case perspective, retailers now have to figure out how to provide that incremental value to drive consumers to adopt the app and let us speak to them while in their connected journey inside the store.”

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TouchPoints TV at #NRF14: Lori Schafer, SAS


Retailers need to innovate, innovate, innovate, said Schafer. They must understand what’s coming. If they were not the early adopters, they must execute this year. “Technology should no longer be an expense item, it needs to be strategic,” she said. Schafer mentioned new technologies, such as Google Glass and beacon technology. Regarding beacons, “It’s finally taking off after being around for a few years.” Retailers can now deliver personalized offers within a few inches of when a shopper stops in front of a product on the shelf. She added that companies like Giant Eagle and Safeway already are testing it.

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