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In 2012, Jerry Storch, then the CEO of Toys R Us, told attendees at the Shop.org conference that stores will never die thanks to omni-channel retail.
Since that time, many traditional retailers have invested heavily in omni-channel initiatives that seem wise, at least on the surface.
But are retailers' omni-channel hopes really delusions?
As it seeks to find new ways to make its service more useful to brands, Twitter is taking a play out of Pinterest's playbook with the launch of new features around products and places.
When it comes to social networks with the greatest potential to drive revenue for brands, Pinterest has been at or near the top of the list for some time.
Yesterday, the company took a big step in the direction of realizing that potential when it announced Buyable Pins.
Black Friday has come and gone, leaving my inbox full to the brim with tempting offers and discounts.
Thanksgiving sales have been big business in the US for many years but they’re now starting to catch on among UK retailers as well.
As Facebook continues to ease the way businesses pay-to-play on its network, its other social network Instagram has notoriously kept marketers at a much further arm’s length.
Things are starting to change though.
In a continuing series of investigations into how companies use social for customer care, last week I took to Twitter, posed as an innocent customer and asked some of the most popular US retailers the same query.
The query would also test each brand’s true multichannel capabilities: “can I return an item bought online to my nearest branch?”
With this investigation we'll be testing their response times and ability to satisfyingly bring a resolution to the query.
Other matters taken into consideration are whether the reply was a personal, human response, whether the retailer either operated a separate customer service Twitter account from the main one or whether it stated that the main account was also there for customer enquiries and whether operating hours were clearly stated.
Let’s take a look at the results…
It's approaching the end of August so it's time to round up some of the more interesting social campaigns we've seen this month.
This time it includes Doctor Who, Nordstrom, Volkswagen, Comparethemarket, Dr Pepper and Acura.
It’s been a while since I added to our series of posts looking at how major brands use social, so I thought it about time to pass judgment on another unsuspecting marketing team.
On this occasion the brand in question is fashion retailer Nordstrom which it turns out has a rather good social strategy, particularly when it comes to Pinterest.
A few months I signed up to newsletters from a number of different fashion retailers in order to evaluate their welcome emails.
This means I now have an inbox full of marketing messages, which feature a surprisingly high proportion of deals and special offers.
What’s even more surprising is the lack of mobile optimisation among these brands.
The full list includes some of the world’s top online retailers, such as Macy’s, H&M, ASOS, Boohoo, Rue La La, House of Fraser, Schuh, Nordstrom, Mr Porter, American Apparel, Reiss and Office.
Yet of all of these, only four brands had any success in rendering emails properly on my Android phone.
Research shows that stories, anecdotes and metaphors are more memorable than data.
At Searchlove last week, business consultant and author Danny Scheinmann discussed why stories work, the hidden structures behind them and how they can help your business to communicate effectively.
As seen in an earlier post almost all major British fashion retailers attempt to entice visitors into signing up for an email newsletter.
The reason for this is obvious, as data from our Email Marketing Census 2013 shows that two thirds of companies (66%) rate email marketing as excellent (22%) or good (44%) for return on investment.
Following on from our last post, we’ve turned the focus on US retailers to see if they do things differently.
Retail giant Nordstrom competes against other luxury brands like Bloomingdales and Saks Fifth Avenue. It sells Citizens of Humanity jeans ($238), leather Prada men’s sneakers ($420), and Jimmy Choo clutches ($620). It does not sell tires.
So, why would it take the rubber discs from a customer insistent on returning them?