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.
TouchPoints Radio is a periodic audio 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.
Zebra’s long-term focus on the retail industry, experience providing in-store technology to companies around the world and its extensive partner ecosystem was the right prescription for Walgreens as it deployed handheld devices to its associates chainwide, according to Rob Armstrong, VP of Portfolio Marketing at Zebra.
With so many consumers using mobile and other devices throughout their shopping journeys, a store-level forecast no longer provides a true picture of market activity. Gary Sankary, Industry Marketing Strategy – Retail for Esri, tells Retail TouchPoints Editorial Director Andrew Gaffney that location intelligence, plus the “visual data mining” of a geographic information system (GIS), can provide the key to holistic market forecasting, for example by measuring the “halo effect” that a brick-and-mortar store can have on digital channels.
The theme of unified commerce pervaded throughout the 2019 NRF Big Show as more retailers realize they require back-end platforms to deliver value across the store experience. In a chat with RTP at the event, Matt Clifton, Head of Customer Experience at Waitrose, and Phil Curnow, Group Director of Program Delivery at PCMS, discuss how the UK-based supermarket leverages the platform provider’s solutions to deliver mobile scan-and-go self-checkout capabilities. Nearly 40% of Waitrose transactions are through self-checkout, Clifton says.
Doug Hope, the Show Director for the newly christened RetailX event in Chicago, June 25-26, tells RTP Editorial Director Andrew Gaffney that the show will address the convergence of the physical and digital retail worlds — from brick-and-mortar stores using apps, facial recognition and real-time analytics, to former e-Commerce pure plays aggressively opening up physical shops. The RetailX event will provide a road map to this blended digital-physical retail world.
Clark Linstone, CFO for Lamps Plus shares his insights on new initiatives that have revamped the retailer’s in-store survey efforts. The company now receives thousands of responses each month. One new feature focuses on real-time feedback that is shared with store managers within 15 minutes after the shoppers complete their comments. In turn, customers can receive responses to positive and negative feedback within an hour of the experience.
Dave Finnegan, CXO at Orvis, talks about a new reserve online/pick up in store (ROPIS) offering that has delivered a double-digit life in order size for the apparel brand. The strategy also is breaking down digital-to-physical silos: digital budgets’ paid search ads are now tied directly to a transaction. Orvis is working with several solution partners on new initiatives, including Aptos, Bazaarvoice, Topbox and Bizrate.
Walgreens’ chainwide deployment of Zebra handheld devices to its associates provides them with new tools to personalize customer interactions and enhance store operations. Walgreens’ VP Special Projects Andrea Farris reveals how the associate experience mirrors the customer-facing Walgreens app and gives associates access to inventory and product data to improve interactions with shoppers.
“Reimagining retail” is a term buzzing throughout the NRF Big Show, but what does that really mean? During this interview Shelley Bransten Corporate VP of Global Retail and Consumer Goods for Microsoft, shares her take on the monumental shift happening in retail. She also explains how Kroger and Starbucks are using data and cutting-edge technology to better serve customers and transform their store experiences.
Todd Treonze, CIO of Brooks Brothers, discusses the recent rollout of the Concierge app from Mad Mobile. Using the app, in-store associates can create personalized fitting sessions through mobile access to customer profiles, as well as online wish lists and notes about customer preferences. The app also provides an endless aisle of products across the full Brooks Brothers catalog.
In April 2018, Nordstrom opened its first-ever Men’s store on Broadway in New York City, designed specifically for the on-the-go lifestyles of Manhattan-based consumers. The store includes customizable experiences designed to meet shoppers on their terms, such as an interactive digital made-to-measure suit-fitting screen for menswear brand Samuelsohn and a denim tailoring shop in partnership with Levi’s. Additionally, the Men’s location includes fulfillment options such as 24/7 buy online/pick up in-store, reserve online and try in-store and express returns.
In this edition of TouchPoints TV, Retail TouchPoints Senior Editor Glenn Taylor takes a tour of the Men’s store and chats with Shea Jensen, Senior VP of Customer Experience of Nordstrom, about the innovations, customizable experiences and services provided at the store.