Product Information Management (PIM) is the technology-enabled discipline of centralizing, organizing, categorizing, localizing, synchronizing and enriching product data. But did you know PIM can enhance the customer experience significantly? What does data about your products have to do with customer experience, you might ask? A lot actually.Read More
Posts about Omnichannel
The impact of the digital economy has created new opportunities and challenges for all CEOs particularly for those in the retail sector. What began as a quest to create the perfect customer experience, retailers quickly turned their attention to creating a superior omnichannel environment to keep up with the proliferation of devices and to meet the ever-changing shopping habits of consumers. Digital tools are disrupting the business environment and require significant changes in operations, communications, and selling…and it is about to get much worse.Read More
Last Sunday, on my first walk through the Expo Hall at the NRF's 105th Annual Convention & EXPO, I came across a vendor handing out a piece of booth collateral titled, “The Idiot’s Guide to Omnichannel.”Read More
The horrifying and cowardly actions of a single gunman in Charleston, South Carolina last week has begun a national conversation about the Confederate Battle flag, sometimes referred to as “Stars and Bars.” President Obama has said that the flag belongs in a museum. Many other politicians, including SC Governor Nikki Haley, throughout the southern United States have called for its removal from places of prominence in their state.Read More
Does “Buy the look” or “You may also be interested in” sound familiar when you think of your latest e-commerce visit? If so, then you have been the target of cross-selling.
Lots of retailers practice cross-sales strategies where additional products or services are being offered to an existing customer or prospect. You would think that this approach would be profitable, right? More sales equals more profit. Unfortunately this is not always the case since far from all companies succeed in cross-selling.Read More
There’s more to an omni-channel strategy than examining mobile commerce. As consumers expect greater selection, speed and service, managing raw materials, promoting products and shipping/warehousing goods become exponentially more complex. Multiple factors are behind a paradigm shift in consumer demand, therefore retailers must reformulate their omni-channel strategies and that cannot happen without examining supply chain visibility.Read More
Last time we discussed why PIM is a customer-facing system. In this post, we’re going to discuss what effective product information looks like and why so many companies don’t have it.
The path to a productive relationship with your customers runs straight through customer service, the customer’s cross-channel experience with your brand and your product content. This is particularly true online where the customer experience of your brand is a function of implementation decisions you and your team have made. For example, what product information do you expose on your Product Detail Page (PDP)? Most retailers understand that the PDP represents the physical product for the online shopper and that compelling product content is needed to ‘romance’ the product. So, while a great product description and a single image repurposed from a catalog were ‘compelling’ in 2000, today’s consumers and B2B end-users expect more, including:Read More
Let me start by setting the scene.
You suddenly find yourself needing a product, maybe a certain pair of shoes. On your laptop, you check out your favourite fashion shop and note they have just the pair you want. However, you decide to visit their brick-and-mortar store to try on sizes. Once there, you can’t seem to find the shoes in your size so you of course ask the in-store sales assistant for help, who tells you that they are sold out.Read More
The reports of brick-and-mortar stores closing keep coming. Is this caused by poor performance of the stores, a real estate correction or a major shift in retail?Read More
Mobile commerce is an important component of omni-channel retail. As I mentioned in my previous post, omni-channel consumers blur the lines between online and offline and it’s imperative for retailers to have a successful omni-channel strategy in order to thrive in today’s retail market. An omni-channel strategy cannot succeed without addressing the challenges of mobile commerce as a key pillar.Read More