Be Prepared as Consumers Take Control of Your Brand We have officially entered the “age of the customer,” according to Forrester Research, Inc.  In a new paper titled “Why Customer Experience? Why Now?” Forrester takes a look at “an era where a focus on customers matters more than any other strategic imperative.”  Do you recall | View post »

Most eCommerce executives have a dark secret that often goes ignored and unattended. The very thing that helps fuel their success is also devouring all of their time and resources, and hindering their growth. That culprit is content. If you are a multichannel retailer, it used to be relatively easy to manage the content necessary | View post »

I recently had the opportunity to speak with Mike Lewis, VP of Marketing at Awareness, Inc. to talk about social innovations and how Optaros helps leading brands and retailers tap into social connections to drive new business. I shared some lessons I’ve learned from my work, with Mike, focused on the emerging best practices in | View post »

At the Shop.org Annual Summit last week there was a great deal of discussion centered on innovation and how retailers can use the digital channel to help inspire their brands. I had the chance to listen to Mick McCormick, EVP Global Marketing & Sales for Columbia Sportswear, discuss how Columbia has been able to reinvent | View post »

At the Shop.org Annual Conference, this week in Boston, there has been a great deal of discussion focused on social media and questioning around the true value retailers are seeing from investing in this channel. Sucharita Mulpuru, Vice President and Principal Analyst at Forrester Research and Ben Fischman, Chairmain & CEO of Rue La La, | View post »

With the Labor Day holiday behind us, and the days becoming short, retailers are beginning to turn their attention to the holiday season. Since most retailers actually started planning for holiday almost immediately after the last holiday season, they should really be focusing on New Years….as in New Year’s Resolutions. As we learned from Brian | View post »