Until March 2020, BrainTrust panelist Peter Charness was a typical software industry road warrior. But this past year, all his travel was “zooming” around, with zero miles and nights used. An effort to save expiring miles left him questioning today’s loyalty offers. Do you think loyalty programs are effective in today’s elaborate chain of marketplaces, referrals and rewards?
Retail transaction solutions adhere to the rules of accounting. The unintended consequences of this often inhibit retailers from supporting their omnichannel shoppers. Do you agree that accounting conventions have created a transactional mess that gets in the way of making the best decisions to serve omnichannel customers?
Once retailers restart their businesses following the COVID-19 outbreak, they will be faced with challenges for which old skills may provide the fastest answers. Where do you see the biggest challenges for retailers in planning, replenishment, allocation and pricing coming out of the coronavirus outbreak?
Retailers have thrived in the past by creating repeatable, high-scale, low-cost, hardened processes built on monolithic systems that supported a (formerly) profitable business model, but destroyed agility. Do you agree that retailers will need to focus on agility over scale around fulfillment to manage retail’s ongoing shifts?
If the volume of articles published recently are a reliable indicator, one might soon conclude that “retail success” today is based strictly on Big Data-based, omnichannel shopping experiences. Noticeably absent is mention of the role of that committee chairperson, formerly known as a buyer. Was the “merchant prince” figuratively beheaded by the “tech revolution”?
The other night, BrainTrust Panelist Peter Charness stopped by his neighborhood multi-billion dollar retail store to pick up a health care item for his wife. His checkout generated a lot of feeling … that he had just been the victim of false advertising and ripped off. Is two-tier pricing a friend or foe of loyalty building?
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