Connect the dots

In a world where there are relatively few choices and researching shopping options is difficult and time-consuming, a lot of friction stands between the consumer and the retailer. When collecting and sorting through all the relevant information to find the best fit product or service–connecting the dots to make a good decision–takes so much effort, [...]

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“Channel Agnostic”: The Pathway To Customer-Centricity

Having spent the past ten years or so driving customer-centric growth and marketing strategies at places like Neiman Marcus, Sears and Lands’ End, I used to say there were two types of retailers: those that embraced an integrated multi-channel model and those that operated in multiple channels, but treated the channels as largely independent entities. [...]

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