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Omnichannel / Cross-Channel Strategies

Cross-Channel Strategies offers readers an inside look at the successful cross-channel promotions, campaigns and programs employed by industry leaders. Retailers across industry segments and regions are adopting unique and innovative approaches to reaching today’s cross-channel consumers. Subscribe to the feed and stay in touch with the latest retail happenings.

Exclusive Q&A: Can Fitness Centers Become The New Mall Anchor Store?

As department stores exert less consumer drawing power, U.S. malls are seeking new types of anchors to build foot traffic. Many malls have been trying to add tenants that, by their nature, require consumers to be physically present, such as restaurants, theaters and fitness centers. One of the most successful gym chains is Crunch, with more than one million members visiting 250 locations across 24 states, Puerto Rico, Canada, Australia and Spain. In February, Crunch was named Best in Category in the fitness sector by Franchise Business Review’s annual list of the top franchises for 2018.

Exclusive Q&A: ‘Experience Is The Way Forward In Retail Stores’

You won’t find two more passionate advocates for experiential retail than Laura Davis-Taylor and Ed King, the co-founders of The HighStreet Collective. “Experience is the way forward in retail stores, and that’s no longer a theory — it’s absolutely mandatory,” said Davis-Taylor, the Collective’s Principal Consultant for Retail Experience Strategy. “My hope is that it doesn’t become a cliché term rather than an active strategy for retailers.” Davis-Taylor and King, who is Principal Consultant for Retail Customer Experience at HighStreet Collective, discussed just how crucial experience is to the future of stores in an interview with Retail TouchPoints. This was also a key theme of the Digital Experience Forum they co-hosted in conjunction with the Digital Signage Expo in March, and their presentation at the 2018 Retail Innovation Conference.

#RIC18: Marketing/Customer Engagement, Retail Innovation And Customer Experience Sessions Coverage

The 2018 Retail Innovation Conference featured more than 20 breakout sessions, organized into six tracks: Digital Strategies Omnichannel Commerce Operations Marketing/Customer Engagement Retail Innovation Customer Experience These small-group sessions allowed attendees to dive deeply into hot topics and hear in-depth case studies from retail executives, as well as analysis and best practices from consultants and industry experts. Here’s a quick recap of the sessions from the Marketing/Customer Engagement, Retail Innovation and Customer Experience tracks, with live links to videos for a more detailed look. Recaps of the remaining three tracks were published on May 29.

Despite Anchor Store Closures, Malls Can Secure Success With Dining, Experiences, Entertainment

As many as 30% of malls will need to close due to the oversaturation of shopping centers in the U.S., estimates Coresight Research. But the need to reduce significant square footage isn’t all bad news. While more than 1,100 department stores are set to close between 2018 and 2023, mall operators can secure future success by: Focusing on potential “anchor” replacements, but not in the form of large format stores; Prioritizing high-end dining and experiences to cater to future generations of shoppers; and Embracing the concepts of “destination centers” and “retaildential” complexes.

#RIC18: Digital Strategies, Omnichannel Commerce And Operations Track Coverage

The 2018 Retail Innovation Conference featured more than 20 breakout sessions, organized into six tracks: Digital Strategies Omnichannel Commerce Operations Marketing/Customer Engagement Retail Innovation Customer Experience These small-group sessions allowed attendees to dive deeply into hot topics and hear in-depth case studies from retail executives, as well as analysis and best practices from consultants and industry experts. Here’s a quick recap of the sessions from the Digital Strategies, Omnichannel Commerce and Operations tracks, with live links to videos for a more detailed look. Recaps of the other three tracks will be published on June 1. DIGITAL STRATEGIES: Use Storytelling To Attract And Delight Today’s ‘Spoiled’ Shopper How To Infuse Storytelling And Personalization Into Your Digital Merchandising Strategy             Jennifer Fisher, Sr. Director of e-Commerce Americas for Crocs, addressed how she and her team built a first-class digital merchandising strategy that focused on buying/planning, storytelling and personalization. Crocs’ challenge was stagnant and flat sales YoY. “It was coming along but it wasn’t really growing,” said Fisher, adding that the company tackled the problem through three different viewpoints: the order structure; a go-to-market strategy focused on storytelling and personalization; and the process to create a cross-functional team.…

Exclusive Q&A: How zulily Grew Its Customer Base 24%

Data and hard facts are important in marketing, but there are also elements of “art” involved, according to Kevin Saliba, SVP of Marketing at zulily. The retailer seems to have found the right mix of science and art: zulily has made significant strides to widen its base and foster more recurring buyers over the last 18 months. Since Saliba took over the position in January 2017, zulily has increased its customer base 24% to 6.1 million active customers, while growing its private label credit card membership to 160,000 accounts. In a Q&A with Retail TouchPoints, Saliba, who also was recently named to the Wine.com Board of Directors, explains: The importance of balancing customer acquisition and retention strategies; How being acquired by QVC in 2015 has helped the retailer engage consumers through Facebook Live product videos; Why native advertising is benefitting both its brands and consumers; and How zulily-branded credit cards foster customer loyalty.

New Lifestyle Site Helps Millennials Simplify Shopping

The founders of the brand agency Figliulo&Partners have launched Quiddity, a video-based product reviews and lifestyle site. Quiddity is launching with six initial product categories: meal kits, renter’s insurance, wireless headphones, mattresses, blenders and wearable trackers. The site features a comprehensive buyers’ guide, product pages, original articles and a video…
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More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs

Consumers spend 37% more with brands when they are loyalty program members; 70% of members say they are more likely to recommend brands with good loyalty programs, and 77% say loyalty programs make them more likely to continue doing business with a brand. These are some of the findings from The Loyalty Report 2018, published by Bond Brand Loyalty, an annual report based on a survey of 50,000 consumers in North and South America and Europe.

Exclusive CMO Q&A: Storytelling Drives Disruptive Apparel Retail Model

Two of the most important areas of responsibility at any retail company are Marketing and Merchandising, but at Matilda Jane Clothing they are handled by one hard-working executive: Chief Marketing and Merchandising Officer Allison Flatjord. At another company, this might be a tale of competing priorities and siloed departments, but that’s not the case here. Matilda Jane bridges the gap by maintaining an unrelenting focus on its customers and a commitment to a unified brand message. “Our whole brand revolves around storytelling,” said Flatjord. “Every season we tell a different story, and in order to effectively tell those stories, we have to be really tight on marketing and product — everything that supports that story. So, for us it makes much more sense to have marketing and merchandising combined, to ensure the product supports the story you want to get across.”

Retailers Step Up Human Interaction, But 95% Of Consumers Usually Don’t Want Help

With growing e-Commerce penetration, omnichannel retailers are looking to differentiate the physical retail shopping experience by leveraging their staffs and enhancing their customer interactions. However, a new HRC Retail Advisory consumer survey indicates that shoppers aren’t generally looking for more human help. The appeal of personal assistance in a store no longer resonates with the vast majority — 95% — of shoppers, based on the 3,000 U.S. and Canadian consumers surveyed. Respondents reported that they would prefer to be left alone while shopping unless they need assistance from an associate.

#RIC18: 7 Steps To Cure ‘Boring’ Retail

Although physical stores aren’t going away any time soon, consolidation within brick-and-mortar retailers is accelerating. This means struggling companies only have two choices: stand out or get knocked out. In a 2018 Retail Innovation Conference session: A Really Bad Time To Be Boring: Reinventing Retail In The Age Of Amazon, Steven Dennis, President of SageBerry Consulting, noted that physical retailers should focus on one of two directions, in order to prevent themselves from falling into the abyss of “boring” retailers. They can pivot toward convenience, great price or a vast assortment, or they can build experience-focused stores. It’s the inability to choose a side that prevents brick-and-mortar brands from standing out and becoming remarkable in the eyes of the shopper.

#RIC18: How 1-800-Flowers Stays One Step Ahead Of Disruptive Technology

Monika Kochhar, SmartGift, interviewed Chris McCann, CEO of 1-800-Flowers Three decades ago, the company now called 1-800-Flowers.com Inc. was a small array of florist shops in New York City and Long Island. That was before the purchase of a telemarketing business called 800-Flowers. “By creating a brand around a phone number, we disrupted the floral industry,” said Chris McCann, 1-800-Flowers President and CEO, at the 2018 Retail Innovation Conference session, Reinventing The Customer Experience. “We realized then that if we had that ability, then another technology could come along and somebody could do that to us.” To make sure a newer technology would not have the chance to disrupt 1-800-Flowers’ business, management instilled a culture of exploring, testing and deploying new technologies. “We established a process we call ELAC,” McCann explained. “It stands for engage early when a technology is emerging, learn along with the consumer, adapt those learnings and innovate with new products, and bring it to a stage of commercialization.”

Harry’s Expands Retail Presence, Will Sell Razors In 2,200 Walmart Stores

Nearly two years after first expanding the reach of its grooming products to traditional retail through an exclusive deal with Target, Harry’s has opened the floodgates even further by partnering with Walmart. Walmart.com already is selling Harry’s products, and the omnichannel men's care brand will roll out razors to 2,200…
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