Insights Blog
My Life as a Chief Consumer Engagement Strategist: How I Do What I Do
Here’s a short post reflecting on what I’m doing these days. Having just wrapped up a major engagement that has had me more-or-less heads-down for nearly 2-years, I was recently asked, “What exactly do you do as a Chief Customer Engagement Strategist?” That’s a fair question and a perfect opportunity to reflect on what I’ve been doing…
Retail Apocalypse? Not if You Think Outside the Transactions
The retail apocalypse: we’ve all heard about it; many Brands are experiencing it. So, with 12,000 stores having closed in the past nearly two years, and more than 3,800 retail stores closing in 2018 why have Nike and Levi Strauss & Company recently opened “mega stores” in New York City?
Victoria’s Secret: She’s Technically Blind
Perhaps Les Wexner, the CEO of L Brands, owner of Victoria’s Secret, is convinced the Internet won’t kill-off stores and while we’re at it, he’s convinced consumer’s fascination with Smartphones will fade. Seriously, Wexner does not believe Amazon has hurt retailers, or that declining mall traffic perpetuated the closing of over 6,000 retail doors over the past year. Really...
Singularity in Experience
Our wheelhouse is developing customer engagement strategies and “Omnichannel” experiences for major consumer-facing brands. However, one of the truly enjoyable opportunities of our business is helping smaller retail business leverage the digital age to create customer shopping experiences on par with the largest most sophisticated brands. Today's digital innovations are allowing the customer experiences online and in-store to become virtually one in the same for any size retailer. Its possible, here's how...
Apps Are Eating the Web
Once upon a time all products wanted to be web sites. Now all web sites want to be Apps. We think that soon all brand experiences will want to be App-enabled. Indeed, Apps may well be eating the Web, or at least a big part of it...