Insights Blog
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?
Uber Switching Costs Could be A Lyft
Uber and Lyft both share the “real estate” of a driver’s window and the driver’s phone. While the driver’s window is a moving billboard for both companies, switching costs are super low for the driver, and more importantly, the rider. Indeed, rider loyalty is considerably dependent of the quality of the last trip they took. While surprise and delight tactics hook the rider, over the long term, how does Uber “vest” the rider relationship?
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...
Be Good to Each Other & Galvanize Customer Loyalty
Ya know, Kudos to Starbucks for their College Achievement Plan. Seriously. The plan offers eligible full and part time employees full tuition coverage to earn a bachelor’s degree from Arizona State University. Starbucks gets that this employee benefit will generate greater customer loyalty. I’m sure you’re thinking, “Wait, what? An employee tuition program fosters customer loyalty? She is nuts.” Hang with me here; let me explain…
Turbulence Subsiding, but the Seatbelt Sign Remains On for United
While I’d like to take credit for the full-page ads United Airlines finally was able to publish in many of the Top 10 Daily Newspapers yesterday, and for the eMail I received about the same time from CEO Oscar Munoz, it would be a bit of hubris for me to think my blog post from April 15th catalyzed these actions.....
The Customer Rules Again in 2017
Happy New Year! We've noticed that 2017 is, once again, being touted as the "year of the customer." Well, "duh," so it should...
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...