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Writing and speaking (essays, non-fiction, copywriting, direct interactions, speeches) can be easily sorted into two groups:

                  The expected                                                  The unexpected

We don’t remember what most people say when they greet us (at a party, or even a funeral) because it’s banal. Most college essays, tweets and advertising copy fit right into this category. The prose we consume every day gets instantly processed, filed away and ignored. … Read more

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RFIDpalletTwo early pilots were facilitated by Supply Chain Network and carried out in 2003 and 2006 with both representing successful demonstrations of the potential supply chain benefits available through ‘Internet of Things’ implementations.

Key to both of these pilots were RFID enabled pallets and the first project was the SCN Grocery Pilot which was carried out utilizing RFID at the pallet level for automated Distribution Centre (DC) receiving.

For the second pilot in the Office Products Industry, a combination of both pallet level and case level RFID was utilized to deliver significant results for both automated Distribution Centre Receiving and automated Direct to Store Delivery receiving. … Read more

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Seven Signs Your Retail Business Needs an Omni-channel Makeover

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Are your retail customers finding you less attractive lately? Consider your position on the seven signs shared below and you may decide your retail business needs an omni-channel makeover!

This is not just an idle suggestion we’re making as the omni-channel retail buzz is quickly becoming a roar and with good reason.

Not since the advent of price tags, cash registers and the ubiquitous apparel hanger has there been a retail industry innovation poised to create such major change. … Read more

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Reaching the Supply Chain Sustainability Tipping Point

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Since the 1990’s I’ve been writing about sustainability, cap & trade and carbon footprints mainly in the realm of logistics and supply chain as that’s where I live.

Supply chains are incredibly important in this context as roughly 75% of most company’s carbon footprint emanates from their supply chain.

My mantra throughout this time has been ‘when not if’ these measures will be enacted and today I have to say we’re rapidly approaching the tipping point for supply chain sustainability. … Read more

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Entering Era of the Endless Store

EndlessStore

Those in the know in online retail have been leveraging dropship vendors to create expanded ‘endless aisle’ assortments for a number of years now.

Through the ongoing development of the Matrix Retail approach it’s now become apparent a new reality is emerging best described simply as the ‘Endless Store.’

Just as an ‘endless aisle’ expands assortments well beyond the current store and retailer stocked web assortments, creating the ‘Endless Store’ connects and extends the bricks & mortar and virtual environments within which retailers operate. The potential for dramatically improved customer service and functional development of a unified retail customer experience is now within reach of every retailer. … Read more

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What is customer service for?

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Customer service is difficult, expensive and unpredictable. But it’s a mistake to assume that any particular example is automatically either good or bad. A company might spend almost nothing on customer service but still succeed in reaching its goals.

Customer service succeeds when it accomplishes what the organization sets out to accomplish. Google doesn’t have a phone number, doesn’t want to engage with most users. McDonald’s doesn’t give you a linen napkin. Fedex used to answer the phone on one ring, now it takes 81 seconds for them to answer a call. None of these things are necessarily bad, they’re merely examples of alignment (or non-alignment). … Read more

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Digital Transformation Starts with Reimagining the Customer Experience

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All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours. The thing is though, you must first define what a relationship with your customer looks and feels like and in turn, how they would describe it to their friends and colleagues. This is where the future of customer experience begins. … Read more

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Exploring the Eight Layers of Matrix Retail

The age of Matrix Retail is already upon us and the only question to ask is will you acknowledge, understand, embrace, engage and tune all of the components of your company’s presence in the retail eco-system?

Or, will you choose to simply ignore them, continue in discrete multi-channel / abomni-channel mode and watch your competitors employ Matrix Retail methods to delight your customers, then dominate, devastate and ultimately destroy your business?

On a more positive note, we hope you opt for the former as the concept of Matrix Retail aims to help you bring about a state of zen awesomeness and retail customer joy as your business prepares to accelerate and break the e-commerce sound barrier.

Depicting something as pervasive and all encompassing as today’s real world digitally enabled retail environment is a tall order (especially for a graphically challenged logistics dude) but the above is my best representation to date of the eight layers of Matrix Retail which need to be enabled, interconnected and then tuned to fully deliver what I call ‘the logistics of customer experience‘. … Read more

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Cause Marketing: Making the Most of your Marketing Dollars

Trillions of dollars are spent each year on all aspects of brand and product promotion, the vast majority of which generates little in positive social benefit.

Many would argue why should it, as the purpose of these expenditures is only to sell as many products to as many people as possible. However the emergence of Corporate Social Responsibility in all major business organizations is leading to a rethink and refocus of all expenditures and actions of the organization to maximize the firm’s positive social impact. … Read more

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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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