TheSocialCMO

The interim strategy

interimWe say we want to treat people fairly, build an institution that will contribute to the culture and embrace diversity. We say we want to do things right the first time, treat people as we would like to be treated and build something that matters.

But first… first we say we have to make our company work.

We say we intend to hire and train great people, but in the interim, we’ll have to settle for cheap and available. We say we’d like to give back, but of course, in the interim, first we have to get…

Read more

Start Building a Culture of Content Creation & Sharing

27530315-a-team-of-people-work-creatively-together-building-giant-digital-tablets-this-are-like-skyscrapers-a

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

Great News in Canadian Retail Just Keeps on Coming!

_greatnews
Over the past year, like many others working within the Retail Industry in Canada, I’ve grown tired of hearing about all the bad news relative to retailers pulling out, closing down or shrinking their store counts here in Canada.

Other than one major ‘faux pas’ by a discount retailer which doesn’t need to be named yet again, the majority of recent store closures have actually been retailers dealing with unprofitable stores in their chain.  And although painful for the individuals and areas where these actions happen, these steps are often necessary to keep the overall chain healthy in the long term.

The great news, and what we should be focusing on instead of the ‘doom and gloom’ of negative reports, is the growing number of new retail entries into Canada and the ongoing industry extensions taking place over the last year.

Read more

Blah, Blah, Blah

BlahBlahBlah

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

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

Seven Signs Your Retail Business Needs an Omni-channel Makeover

Makeover
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

Reaching the Supply Chain Sustainability Tipping Point

tippingpoint

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

What is customer service for?

customer_service

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

Digital Transformation Starts with Reimagining the Customer Experience

shutterstock_154748945

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

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