Matrix Retail: The Logistics of Customer Experience

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At a previous NRF Shop.org Summit I saw a keynote address by Jamie Nordstrom on trends he saw coming in the online retail business. During his talk Jamie said there was a new dynamic emerging, people were describing using words like multi-channel and omni-channel. However in his view these words were not fully capturing the changes he saw coming in retail and a new word was needed, ‘maybe polychannel or something like that’.

After the presentation I had a quick meet and greet with Jamie in which I told him how much his presentation had resonated with me based on my past senior department store retail experience at Hudson’s Bay Company. I then said to him that I think I know the word he was looking for to describe the new dynamic and that was Matrix Commerce. His reaction was immediate and visceral ‘Yes, that’s it! Have you trademarked it?’ … Read more

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You are what you share

WhatYouShare I have a friend who can always be counted on to have a great book recommendation handy. Another who can not only tell you the best available movie currently in theatres, but confidently stand behind his recommendations.

And some people are eager to share a link to an article or idea that’s worth reading.

Most people, though, hesitate.

“What if the other person doesn’t like it…?”

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Start Building a Culture of Content Creation & Sharing

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For the past several years social media has been a buzzword swamp with marketers chasing one shiny object after another like dogs chasing their tails. Social Listening, Advocacy, Content Marketing, Engagement and Social Marketing to name but a few.

More recently joining the CMO in the chase have been other c-suite executives lured by the promise of a brave new world empowered by social business and collaboration. Or maybe it’s just their fear of losing control and being left behind. … Read more

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Employees are as or More Important Than Customers: Why Ignoring Employee Engagement Hurts Business

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In a late 2013 study, Gallup found that only 13% of workers actually feel engaged at their jobs.  What’s worse is that 63% of the workforce is not engaged at all. But wait, the news gets even more disheartening. An astounding 24%, one-quarter of the global workforce, is actively disengaged right now. Essentially we have a significant number of workers doing their best impression of corporate zombies who go through the everyday motions to collect a paycheck. … Read more

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Who let the air out of the balloon?

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Music, newspapers, books… most forms of media were exciting, high-pressure hothouses, environments with hits and winners and action and impact.

Many players in these industries are now trying to figure out where all the zing went. The mattering seems to have left.

Where did it go? It turns out that the air didn’t get let out, the balloon disappeared.

Balloons have pressure because there’s only one tiny opening. Scarce shelf space. Only room for one newspaper. Only forty titles on the Billboard chart. It’s that opening that creates the environment that allows pressure to exist, that pulls the rest of the balloon taut. … Read more

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Breaking the E-Commerce Sound Barrier with Matrix Retail!

BOOMBOOM!

What was that noise?

Someone just broke the e-commerce sound barrier!

 

In the third quarter of 2014 Williams-Sonoma’s e-commerce sales represented 51.5% ($587 million) of total company sales overtaking their store sales ($566 million) for the first time!

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Even more importantly this increase is not due to offsetting reductions in store sales with the $566 million in store sales representing an increase of 4.8% year over year for the quarter. … Read more

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