Store Experience

Software Eats Retail

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The following is an excerpt from Reengineering Retail: The Future of Selling in a Post-Digital World By Doug Stephens “Software eats retail.” This was technology investor Marc Andreessen’s moribund epitaph for the retail industry in a January 2013 interview. Andreessen, the co-founder of the web browser Netscape Navigator, is also one of Silicon Valley’s most …

A New Era of Retail is Coming

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By Doug Stephens On October 25 of this year — on an otherwise quiet day in retail news — Nike chief executive Mark Parker fired a reverberating shot across the bow of the entire retail industry. He announced that out of Nike’s global universe of more than 30,000 retail partners the brand would, going forward, …

To Save Retail, Let It Die

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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 an article for Advertising Age on whether Johnson would succeed or fail at this herculean …

Why Retail Is Getting “Experience” Wrong

BlogCustomer ServiceShopper MarketingStore ExperienceTechnologyUncategorized

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 – that design transcends mere aesthetics and is really about how something actually functions – …

The Future of Retail: A New Year’s Revolution

BlogStore ExperienceStrategyTechnologyThe FutureTrendsUncategorized

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 experience – essentially the corporate equivalent of joining a gym and trying to lose 5 …

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