2017

Customer Engagement Gone Wrong: When Bad Things Happen to Good Brands--Neiman Marcus

A couple weeks ago we discussed the pitfalls of West Elm’s customer engagement strategy. This week we’ll visit the scene of the customer engagement crime of another otherwise wonderful brand--Neiman Marcus--and try to provide some guidance using our experience helping hundreds of other brands correct similar infractions.

2016

How Can Retailers Create the Same Buzzworthy Experiences As Amazon Go?

Retail of the future has arrived, courtesy of Amazon. The e-commerce superpower has released plans for Amazon Go, a physical grocery/convenience store leveraging the power of mobile to allow for lightning fast “grab-and-go” checkout. Customers scan a QR code when entering the store, add items to their bags as they please, and simply walk out of the store when finished shopping, with the charge hitting their existing Amazon account. This next generation of retail will come to life early next year, with the first location slotted for Seattle.

2016

What Clues Can Apple’s iOS 10 and iPhone 7 Provide to Brands (Part 3)

Apple’s new operating system, iOS10, was released to iPhone users in mid-September. Last week, Apple reported an adoption rate of roughly 54% for the new operating system. This news represents that over the course of approximately one month, more than half of all iPhone users are now up-to-date with the newest software. This type of adoption timeframe is unheard of with other mobile hardware/software providers.

2016

What Clues Can Apple’s iOS 10 and iPhone 7 Provide to Brands? (Part 2)

Apple’s release of iOS 10 and the iPhone 7 has created a buzz amongst the media and consumer electronics aficionados alike. As in years past, these big events usually have dedicated consumers clamoring to download the newest update package and camping in front of Apple Stores to be one of the first to get their hands on the new equipment. The result is often record-setting openings like the 10 million iPhone 6/6s devices that flew off shelves in 2014 during the first three days of sales.

2016