Retail & E-Commerce
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Making Progress in Cross-Channel Retail
Sears and Lands' End Take Great Strides in Their Merger, but They Still Have Opportunities to Grab
by Patricia SeyboldSears and Lands’ End are just over a year into their merger. Here’s a progress report on merger progress to-date. -
Going! Going! Gone?
Will Customer Service and Software Problems Topple Internet Auction Leader eBay?
by Robert Eugene SheltonAlthough eBay is a phenomenal success in the online auction business, the company seems to be ignoring its primary customers, forcing buggy and time-consuming technology on them. -
Amazon.com: Retailers’ Friend or Foe?
How Amazon Stacks Up as a Retail Partner
by Patricia SeyboldAmazon.com moves from online retailer to offering merchandising and marketing partnerships with other retailers. -
Lands’ End Brings the Softer Side to Sears
How the Lands’ End/Sears Combo Stacks Up as a Multi-Channel Retailer
by Patricia SeyboldWe’ve identified eight core competencies that we believe multi-channel retailers need to master in order to thrive in the Customer Economy. Sears, with its recent acquisition of Lands’ End, stacks up pretty well on all eight counts. -
A Better Way to Measure ROI
Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead
by Patricia SeyboldIn the Customer Economy, the only way to gain budget approval is to measure the time and costs you save your customers and justify your IT expenditures based on the increased revenues and customer retention you’ll gain. -
The Amazon/Office Depot Relationship for Selling Computer Components
Offering a Seamless Customer Experience across Multiple Business Partners
by Geoffrey BockAmazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience. -
Web Services Sell Groceries at Tesco.com
New Approach Provides Rich Customer Experience and Future-Proofs the Home-Shopping Application
by Susan AldrichTesco.com, the world’s most successful Internet grocer, is using Web Services to reach customers via handhelds and desktops. -
Saving Customers’ Time: Master Customer Scenario® Design
How National Semiconductor, Tesco, and Buzzsaw.com Use Customer Scenarios to Improve Customer Experience
by Patricia SeyboldCustomer Scenario® Design is a technique that, when used well, will ultimately save your customers time and foster customer loyalty. -
The Customer Revolution
How to Thrive When Customers Are in Control
by Patricia SeyboldIn The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company. -
Philips Consumer Electronics Gets Closer to Its Customers:
Personalization and Manufacturers’ Aisles Are Key Strategies for Customer and Dealer Loyalty
by David MarshakPhilips Consumer Electronics is working on a two-pronged approach to interacting with customers, capturing information about end customer visits and enabling dealers to provide Philips-branded manufacturers’ aisles. -
Duck Head Apparel Goes National on the Web
Non-Catalog Retailer Tackles E-Commerce
by David MarshakDuck Head Apparel, a brand of casual clothes sold through major retailers, launched its own online store—a major undertaking for a manufacturer that had never even had a catalog
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