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Online shopping is eating into physical store visits - that much is obvious if you watch any news bulletin about Black Friday.
Footfall for Black Friday 2016 in the UK was down 0.7% on 2015, according to IPSOS.
Look at the latest ONS retail sales figures (for November 2016), and you'll see that in the UK, online sales made up 15.8% of total retail sales. That's almost 25% year-on-year growth.
Identifying customers in store can help tie together sales information and enable a deeper more meaningful relationship with the customer.
But how do we do it well?
Fashion Week used to be an event purely for people in the industry, as well as those ‘important’ enough to bag an invite.
Thanks to digital media, the average consumer can now get a front row seat, too.
How is retail being changed by digital?
What better way to find out than by looking at six icons of retail, three from the US (Macy's, Walmart, Walgreens) and three from the UK (John Lewis, Marks & Spencer, and Boots).
Here are their digital transformation journeys, as they fight to compete with online and agile competitors.
Customer relationship management (CRM) is more complex than ever as marketing channels allow for ever-more sophisticated targeting and content delivery.
So what are the challenges facing CRM marketers?
I spoke to a couple of people in the industry and here list a mere 10 challenges we discussed.
The new Oasis ecommerce website has lots of novel features that are worth noticing.
Luckily, I've compiled them here for all UX enthusiasts to enjoy.
With modern business so defined by customer centricity, it seems an absurd statement of common sense to suggest that the way to get customers back on side after a poor experience is to make them happy again.
That's obvious right? Sort of, except that many companies simply apologise for downtime and then carry on regardless.
The Entertainer, the UK’s largest high street toy retailer with 120 stores, replatformed a year ago, choosing a new email and personalisation platform for its ecommerce business.
With an increased ability to test and learn, the retailer has increased email revenue by 300% since the change.
Rob Wood, Head of Online, explains that these gains are all about creative and segmentation.
Why are we still talking omni-bollocks, when we should be talking retail?
Why all the jargon?
Why all the omni-channel cliches and the multi-channel job titles? Why all the endless debates about whether digital is right for a brand or not, or digital versus in-store?
Marks & Spencer has been all over the UK news this week, in the way that only Marks & Spencer can.
The media and the public seem to go misty-eyed at the merest mention of the brand, and are willing it to find the good times again.
Unfortunately, we're not buying its clothing or homeware - something the new CEO wants to remedy by "putting the customer at the heart of everything".
But what does that actually mean?
QR codes never really took off in the West.
I had nothing against them, just their implementation (on a creative and a technical level).
However, I wanted one at the weekend so I could leave feedback about a store visit.