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The Future of Retail Checkout: No Checkout at All?

The Future of Retail Checkout: No Checkout at All? | Omni Channel Retail Scoop | Scoop.it
“People have said when checkout is working really well, it will feel like stealing." (The Future of #Retail Checkout: No Checkout at All?
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Top 5 Reasons Why Omni-Channel Retail Fails

Top 5 Reasons Why Omni-Channel Retail Fails | Omni Channel Retail Scoop | Scoop.it
The store was once the most prominent channel to connect with your customers, and mistakes were being made in their engagement strategy.
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RFID Demand Up with Rise of Omni-Channel Retailing | Technology & Automation content from Material Handling & Logistics

RFID Demand Up with Rise of Omni-Channel Retailing | Technology & Automation content from Material Handling & Logistics | Omni Channel Retail Scoop | Scoop.it
RFID Demand Up with Rise of Omni-Channel Retailing - http://t.co/eo2i5jqXwF via @MHLeditor
Philip Brown's insight:

Real-time, accurate inventory is a requirement to fully leverage omnichannel capabilities....this may finally create the tipping point for RFID

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How to Improve Customer Experience by Quantifying Multichannel Issues?

How to Improve Customer Experience by Quantifying Multichannel Issues? | Omni Channel Retail Scoop | Scoop.it

Customer experience is the number one guideline when it comes to improving and optimizing a website and data can give you valuable insights about it.


Via Vanrijmenam, Edward Chenard
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RetailWire Discussion: Google tests hands-free payments

RetailWire Discussion: Google tests hands-free payments | Omni Channel Retail Scoop | Scoop.it
RetailWire Discussion: At its I/O developer conference last week, Google revealed a prototype of a "Hands Free" payment feature that will allow customers to pay without taking out their wallet or phone. Do you see "hands-free" convenience as the future of payments? What concerns will consumers have or should have?
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Google + Levi’s Come Together to Tackle Wearable Technology | Levi Strauss

Google + Levi’s Come Together to Tackle Wearable Technology | Levi Strauss | Omni Channel Retail Scoop | Scoop.it
Today, at Google I/O 2015, Google’s Advanced Technology and Projects (ATAP) group unveiled Project Jacquard and named the Levi’s® brand its first official
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Delivering Value($) with BI & EBR

Delivering Value($) with BI & EBR | Omni Channel Retail Scoop | Scoop.it
Data analysis and reporting has become an important part of retail. Most retailers use some form of Business Intelligence (BI) or Exception Based Reporting (EBR) as their “go to” tools for analysis. EBR and BI has only been evolutionary for the retail industry, it has been less revolutionary. I have found that there are 6 failure points that often create an inability to deliver. They are (1) the quantity of time needed to analyze reports, and (2) the reliance on specific skills and talents to interpret the analysis to gain insights from the reports. If you identify the right insig
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A Woman's Perspective: 15 Thoughts on the AppleWatch

A Woman's Perspective: 15 Thoughts on the AppleWatch | Omni Channel Retail Scoop | Scoop.it
I've been surprised by the number of people to say I'm the only person they know with the AppleWatch. More interestingly, a couple of people have commented that I'm the only woman they've seen with it. Since I got my watch in the first shipment (at least for those of us who aren't journalists or celebrities) on April 24, I have a month's worth of observations I thought I'd share:
Guys always have their phone in a pocket.  They know when they're getting a call or text. If I'm wearing a dress or slim fit pants, my phone's in my handbag where I don't feel it vibrate. And on the streets
Philip Brown's insight:

Great review of the Apple Watch.

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The Store That Sports Omnichannel | PYMNTS.com

The Store That Sports Omnichannel | PYMNTS.com | Omni Channel Retail Scoop | Scoop.it
Sporting goods chain Dick's has discovered that its brick-and-mortar stores aren't competing with its eCommerce effort -- they're boosting it. ECommerce grew to
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The Limited Introduces Reserve Online, Ready In-Store - Multichannel Merchant

The Limited Introduces Reserve Online, Ready In-Store - Multichannel Merchant | Omni Channel Retail Scoop | Scoop.it
The Limited is has launched Reserve Online, Ready In-Store to allow customers to shop TheLimited.com and place preferred items on hold for purchase and pick-up at their local store.
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Six Differences Between Customer-Focused Companies and Operations-Focused Companies

Six Differences Between Customer-Focused Companies and Operations-Focused Companies | Omni Channel Retail Scoop | Scoop.it
Better Customer Experience Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality…

Via David Ednie
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David Ednie's curator insight, May 6, 2014 5:03 AM

A customer-focused company empowers employees to make decisions that are for the benefit of the customer.

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The Business Value of Integrating the Contact Centre Within Your Omni-Channel Strategy

The Business Value of Integrating the Contact Centre Within Your Omni-Channel Strategy | Omni Channel Retail Scoop | Scoop.it
This report outlines the business value and best practices in integrating the contact centre with om..
Philip Brown's insight:

The contact center is a key element in a seamless customer experience; empowering them with the right tools is a significant opportunity at many retailers today.

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Navigating the new digital divide | Deloitte US | Retail & Distribution

Navigating the new digital divide | Deloitte US | Retail & Distribution | Omni Channel Retail Scoop | Scoop.it
Deloitte Digital's third digital influence study explores the widening divide between consumers' expectations and retailers' ability to deliver on them.
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Collaborative customer journey mapping for retail success

Collaborative customer journey mapping for retail success | Omni Channel Retail Scoop | Scoop.it
The rise of omni-channel has seen a parallel increase in co-created customer journey mapping, writes Karen Spear.
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First Look: Twitter Upgrades Analytics With Audience Insights

First Look: Twitter Upgrades Analytics With Audience Insights | Omni Channel Retail Scoop | Scoop.it
Twitter gives marketers an enhanced tool for understanding their audience on the social network, including demographics, interests, purchasing behavior and television viewing preferences.

Via David Blundell
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David Blundell's curator insight, June 1, 8:20 AM

Twitter´s come over all Facebook and now offers audience insights as part of their analytics dashboard. There´s an interesting section on Mobile Footprint in there . . .

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Amazon Ups the Ante With Free Same-Day Delivery | L2: The Daily

Amazon Ups the Ante With Free Same-Day Delivery | L2: The Daily | Omni Channel Retail Scoop | Scoop.it
Amazon has grown into the greatest force reshaping retail thanks to not only massive product selection and low prices but also superior fulfillment capabilities. The company has used cheap ...
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How wearables will shape the future of mobile payments

How wearables will shape the future of mobile payments | Omni Channel Retail Scoop | Scoop.it
Three finance executives discuss the essential role wearable technology will play in the evolution of mobile payments.
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25 Retail & eCom Highlights from Mary Meeker's Internet Trends Report

25 Retail & eCom Highlights from Mary Meeker's Internet Trends Report | Omni Channel Retail Scoop | Scoop.it
Retailers among top 15 public internet co's: In 1995, 0; In 2015, 4 (Alibaba, eBay, Amazon, JD.com).
This is the first year hours/day spent on mobile aren't less than desktop + other.
Print ad spend is disproportionate to time spent. But digital spend overall is almost in proportion now. Catch-up remains primarily in mobile.
Desktop ad spend growth is decelerating, even as companies allocate more marketing budget to digital.
Ad formats optimized for mobile: Pinterest cinematic pin, Vessel 5-second, Facebook carousel and Google local inventory. 
Buy buttons optimized for mobile are
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Real Innovators Don’t Fear Failure | MIT Sloan Management Review

Real Innovators Don’t Fear Failure | MIT Sloan Management Review | Omni Channel Retail Scoop | Scoop.it
One way to learn, argue Paul J.H. Schoemaker (Wharton School) and Steven Krupp (DSI), is to “try to fail fast, often and cheaply in search of innovation.”
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Best Practices for Growing into the Chief Innovation Officer Role - webinar June 10

Best Practices for Growing into the Chief Innovation Officer Role - webinar June 10 | Omni Channel Retail Scoop | Scoop.it

For most companies, having a named Chief Innovation Officer (CINO) or equivalent is very new – if they have one at all. For these leaders, the levers for success are still uncertain, and evolving quickly. Join this live IM Channel One web event on June 10th when we present 5 emerging “leadership styles” for today’s CINOs and offer insights on how to use these styles to maximum effect. During this live IM Channel One Roundtable Discussion, hosted by Imaginatik, the expert panel will discuss the challenges of being a Chief Innovation Officer and provide insights to the different Chief Innovation Officer leadership styles, and how they can be mastered and blended for maximum effect and ROI.


Via Bonnie Hohhof, Edward Chenard
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Kohl’s, The Limited Order Up Mobile Opportunities Via In-Store Pickup I Mobile Commerce Daily

Kohl’s, The Limited Order Up Mobile Opportunities Via In-Store Pickup I Mobile Commerce Daily | Omni Channel Retail Scoop | Scoop.it

Kohl’s and The Limited are getting behind online ordering and pick-up services that would serve up immediate gratification for consumers who are unwilling to wait for delivery while opening opportunities for retailers to serve up mobile-specific offerings.
 

By fall, Kohl’s plans to roll out to tablet and smartphone customers the in-store pickup program it now only offers on its desktop site. The Limited also has announced an in-store pickup service. The moves illustrate how retailers are striving to deliver real-time product availability in the mobile context, so consumers can be sure the product they want is waiting for them when they arrive at the store.


Via DD
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13 Unexpectedly Great Marketing Tactics | SEJ

13 Unexpectedly Great Marketing Tactics | SEJ | Omni Channel Retail Scoop | Scoop.it
How can you best capitalize on the content marketing trend? A panel of founders from YEC share their best, unexpected content marketing tactics.
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Lessons in Customer Service From the World's Most Beloved Companies

Lessons in Customer Service From the World's Most Beloved Companies | Omni Channel Retail Scoop | Scoop.it
We shed some light on what these big companies are getting right with customer service, and why.
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Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology

Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology | Omni Channel Retail Scoop | Scoop.it

Failed Customer Experiences Are Destroying Your Marketing by Douglas Karr on Marketing Technology

 

SDL performed a survey to explore where the single or most prominent points of customer experience (CX) failure and success happen with customers and the impacts to the business.

 

Perhaps the scariest result of this survey is that SDL found that many users that suffered from a bad customer experience actively tried to disparage the company every chance they could by word-of-mouth and that includes social media and other online publishing channels.

 

Yikes… in a connected world, customer experience failures are impacting your marketing efforts. Bad news travels fast and these incidents could overshadow any good strategies you’re deploying online.


Via Russ Merz, Ph.D., Fred Zimny, Edward Chenard
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Russ Merz, Ph.D.'s curator insight, May 15, 11:44 PM

Do you know how #customerexperience failures hurts your brand? Here are some stats about the effects of failure and and some tips for managing them.

Chris Spells's curator insight, May 17, 11:19 PM

The customer experience matters...ESPECIALLY when it is bad!

Maurice Couture's curator insight, May 19, 10:28 AM

Voici une autre infographie démontrant l'importance d'un bon service à la clientèle dans l'appréciation de l'expérience-client (CX). S'excuser et admettre sa faute demeurent deux points importants. À retenir: les principales causes de mauvaises expériences sont liés aux processus de gestion et au service à la clientèle: temps de réponse trop long, employé manquant de formation, employé ne disposant pas du pouvoir requis pour régler le problème, diffusion d'information contradictoire. 

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4 Out Of 5 Consumers Declare Brands Don’t Know Them

4 Out Of 5 Consumers Declare Brands Don’t Know Them | Omni Channel Retail Scoop | Scoop.it
IBM today announced the results of a study that found a massive perception gap between marketers and consumers—Despite brand’s efforts to personalize campaigns, nearly 80% of consumers say the average brand doesn’t understand them as an individual.
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