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To Save Retail, Let It Die

Posted September 25, 2017
Posted in Big Data, Blog, Innovation, Innovation, Internet Of Things, Internet of Things, Mobile Marketing, Store Experience, Strategy

By Doug Stephens In 2011, in what has now become retail folklore, Ron Johnson, one of the brains behind the Apple Store, was hired to resuscitate the American department store chain JCPenney. At the time, I was asked to write …


The Art of War with Amazon

Posted June 5, 2017
Posted in Blog, Customer Service, Shopper Marketing, Store Experience, Strategy, Technology

By Doug Stephens   TORONTO, Canada — Amazon recently posted its eighth straight quarter of growth. In fact, in the first quarter of 2017 its revenue grew by a jaw-dropping 23 percent, hitting net income of $724 million. Amazon Prime subscribership …


Why Retail Is Getting “Experience” Wrong

Posted February 17, 2017
Posted in Blog, Customer Service, Shopper Marketing, Store Experience, Technology

By Doug Stephens   Apple co-founder Steve Jobs once said: “Design is a funny word. Some people think that design means how it looks. But of course if you dig deeper, it’s really how it works.”   That central belief …


The Future of Retail: A New Year’s Revolution

Posted December 30, 2016
Posted in Blog, Store Experience, Strategy, Technology, The Future, Trends

By Doug Stephens   Like individuals, retail companies tend to approach each new year by making resolutions to improve their performance. Among other things, these might include incremental improvements in supply chain efficiency, omnichannel capabilities, or perhaps enhancements to customer …


Sears Turns Over A New Old Leaf

Posted September 20, 2016
Posted in Blog, Strategy

    By Doug Stephens In a move that has taken analysts and investors completely by surprise, Sears Holdings announced that it will be embarking on bold “new” retail strategy, one that represents a complete change of course for the …