Category Archives: Part 7: Communicating with the Customer

This sub-category encompasses establishing and maintaining a retail image, and promotional strategy.

Engaging in Intelligent Engagement

Despite the many recent advances in enhanced retail customer service technology, many retailers are always looking for better ways to engage their customers and gain more customer loyalty. The latest technology is known as intelligent engagement. Bold360 is an example … Continue reading

Posted in Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Video Clips (non-career) | Tagged , , , , | Leave a comment

Surprise? Dads Big on Coupon Use

Coupons are still widely used in the United States, although their format (paper vs. electronic vs. online) has been evolving. Did you know that males (dad) are about as likely as females (moms) to use coupons? Here are some of … Continue reading

Posted in Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , , | Leave a comment

Warby Parker’s Distinctive Approach = Success

Warby Parker is a highly successful online — and now store-based — retailer of eyeglasses and sunglasses (“Prescription eyeglasses, starting at $95, with free shipping and free returns.”). As it notes on its Web site: “Warby Parker was founded with … Continue reading

Posted in Career Video Clips, Online Retailing, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment

Retailers Need to Do Better with Loyalty Programs

As we have reported before (click here, for example), the quest for customer loyalty continues to be both a critical goal and a major challenge for companies of all types and sizes. Given the importance of customer loyalty, why don’t … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment

Supermarket Chains and Social Media

Are supermarket chains active users of social media? There are two important answers to this question: (1) Overall, much more than many observers probably think. (2) There is a wide disparity of use by company and by social media platform. … Continue reading

Posted in Online Retailing, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 7: Communicating with the Customer, Social Media and Retailing | Tagged , , , , | Leave a comment

Here Are Reasons Why Good Stores Succeed

Since retail stores still represent about 90% of U.S. retail shopping, they are not facing imminent death (as some have predicted). Here are two charts from eMarketer that summarize why and how physical stores retain a lot of popularity, despite … Continue reading

Posted in Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment

Best Buy’s Comeback: Real Or a Mirage?

Finally, some really good retail news! Yesterday, Best Buy’s stock set an all-time high. What does that signify — a long-term comeback for Best Buy or a short-term mirage? Let’s begin with some background. As with many mostly store-driven retailers, … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Part 8: Putting It All Together | Tagged , , , , | Leave a comment