Best Buy has implemented and expanded its use of digital clienteling to serve more than a quarter million customers since announcing its virtual store pilot in 2021. Customer satisfaction has increased 20 percent as a result of the company taking its famous in-store service online. What do you see as the biggest benefits of Best Buy’s virtual store?
Many of the components needed to deliver location-based services have been around for years, but the complexity of implementing infrastructure and integrating systems has kept retailers from using this technology to optimize operations. Why have retailers been slow to implement location-based solutions?
Subscription box service sales have soared since the start of the pandemic, driven by consumers’ desire for convenience, value and variety. What do you see as the keys to operating a successful subscription box service?
Comic-Con International returned to downtown San Diego and smart local merchants created targeted strategies, offers and operations to deliver curated products and services to meet convention-goers’ needs. What lessons can we derive from the way local merchants adjusted their curation and customer service for Comic-Con attendees?
Office Depot is combining humanity and technology to become more customer focused. Are retailers generally more focused on technology than human intelligence? Is store personnel expertise leveraged as much as it should be?
Albertsons’ digital initiatives aim to solve its unique challenges when it comes to delivering customer-centric service. What criteria do you think grocers and other retailers should use to determine whether to build, buy or partner to implement new technology solutions?
Patricia Waldron recently had the opportunity to discuss what it takes to deliver superior omnichannel experiences for consumers in the current retailing environment with execs from Showfields. Are sensory-driven brands doing enough to engage consumers across shopping touchpoints?
After years of underinvesting in people, human resources and hiring systems, much of the retail industry now finds itself scrambling to find, qualify, hire and on-board new employees who have plenty of other job options, including those as independent contractors. What do you see as the biggest impediments to retail hiring at this point?
A study says that more than four out of five of us have changed food habits during the pandemic. Food service companies are responding to these changes with new service levels, offerings and formats. Do you think restaurants and other foodservice providers have adapted well to changes brought about as a result of the pandemic?
During the pandemic, successful brands were able to adapt an online presence to build trust and establish a deeper level of connection with the customers, teams and communities they serve. Do brands and retailers have an authenticity perception problem with consumers?
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